• Permanent Full Time Opportunity
• You will lead a high performing and a cross functional analytics team driving insights that shape CSL’s customer strategy.
• We are a team that values innovation, agility, and continuous improvement
• Together, we will transform customer engagement through data-driven solutions

Do the work that matters!

Customer Service Lending (CSL) key objectives are to grow proprietary mortgage lending, delivering exceptional customer service outcomes and a differentiated service model.

We work collaboratively with teams across the bank to fulfil our purpose of building a brighter future for all and achieving the Groups goal of NPS +30.

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

About the opportunity:

The Senior Manager – Customer Management will lead a dynamic cross-functional team to build comprehensive reporting and generate actionable insights. This role is crucial in supporting the CSL business by providing tools and insights needed to better serve customers and proactively identify opportunities and address challenges across the business.

Role Responsibilities:

Under the leadership of the Executive Manager, you will be expected to perform the following tasks and responsibilities in a manner consistent with CBA’s Values and in line with its Purpose.

• Lead and mentor a high-performing analytics team, fostering innovation and capability uplift
• Own the delivery of actionable insights, predictive modelling, and performance reporting across CSL
• Unlock business value by identifying opportunities and solving problems using data—especially through NBC (Next Best Conversation) development and intelligent routing
• Influence strategy by balancing trade-offs, prioritising effectively, and guiding decisions that align with business and customer goals
• Navigate complexity with agility—pivoting quickly to changing demands and making informed decisions in ambiguous environments
• Maintain a healthy backlog of prioritised work that delivers measurable outcomes
• Drive performance through OKR tracking and continuous improvement
• Champion agile ways of working, partnering with Agile Coaches and Performance Leads to enhance team effectiveness and maturity

About you:

We're interested in hearing from people who have:

• Ability to think strategically and analytically using data and insights to make decisions
• Expertise in advanced analytics techniques, including statistical analysis, predictive modelling, and data mining
• Proficiency in using analytics tools and software (e.g., SQL, Python, R, SAS)
• Significant experience with NBC (next best conversation) development, routing and portfolio management design, including customer migration
• Experience in defining a product roadmaps and delivery of product vision
• Experience with Agile methodology and PACE model would be ideal
• Ability to speak to both technical and business stakeholders, users and interact at all levels of the organisation
• Proven track record of successfully delivering data-driven solutions
• Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

Advertising End Date: 19/08/2025