Change & Delivery Manager – Customer Service Lending
 

• Drive organisational change management for Australia’s leading bank
• Together, we drive change that has real impact on exceptional customer experiences
• 2 Full Time Permanent roles available, Sydney or Melbourne location
   

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and business customers.
 

Customer Service Lending (CSL), part of Retail Banking Services, drives proprietary mortgage growth and delivers outstanding customer service. We collaborate across the bank to build a brighter future, aiming for a Group NPS of +30 and 55% market share in Proprietary Lending.
 

The Performance & Marketing team drive the Performance, Insights & Marketing within CSL, responsible for the Change Portfolio, supporting ways of working, data insights and CSL Marketing. We empower our frontline lending teams to ensure they are supported to deliver the best possible customer experience.
 

Reporting to the Senior Manager Performance & Marketing, as a Change & Delivery Manager, you’ll work with a team of professionals in defining and uplifting delivery capability and leading the implementation of a variety of change management initiatives across the CSL domain.
 

More specifically, you will:

• Conduct detailed change impact assessments and manage associated people risks
• Plan and lead fit‑for‑purpose change approaches to maximise adoption and value
• Identify, engage, and manage internal and external stakeholders
• Drive transition and adoption through communications, training, coaching, and metrics
• Design and track business readiness and change adoption measures
• Develop core change artefacts, including impact assessments, plans, and communications
• Create engaging change collateral (presentations, training, and reference materials)
• Define and track change success measures and adoption outcomes
• Collaborate across the wider Change, Performance & Marketing team to share knowledge and improve outcomes

We’re interested in hearing from people who have:
 

• Experience delivering end‑to‑end organisational change management within complex environments
• Proven capability in conducting change impact assessments whilst considering people‑related risks
• Demonstrated experience developing and executing fit‑for‑purpose change strategies and plans
• Experience leading stakeholder engagement across senior leaders, delivery teams, and impacted groups
• Strong communication skills with experience creating and delivering clear, compelling change messaging
• A leadership background with the ability to lead and coach others in change delivery (desirable)
• Understanding and experience working within Home Lending (desirable)
• Understanding and experience delivering end‑to‑end organisational change management in assisted channels (desirable)
• Banking and/or financial services experience (desirable)

Why CommBank?
 

We’re committed to supporting you with flexibility, career growth, and benefits that matter:
 

• Flexible Working Options: Hybrid work and a supportive team that understands work / life balance
• Additional Leave: Purchased annual leave, parental leave and up to 5 days of “Life Leave” each year
• Financial Wellbeing: Competitive salary, superannuation, performance bonus incentives, and exclusive employee banking benefits
• Health & Lifestyle: Fitness Passport, Health Hub and mental health support
• Development & Recognition: Career development programmes and recognition rewards
• Community Engagement: Paid volunteering leave and opportunities for community secondments
   

Read more about our many employee benefits here: Rewards & benefits - CommBank

If this sounds like you and you’re ready to make a difference - apply now!

Advertising End Date: 10/03/2026