See yourself in the team

Small Business Banking (SBB) is part of CBAs Business Banking and serves the small business customers of Australia. We are a national team supporting over 800,000 small business owners across Australia. We have business bankers in branch (BBiB) as well as central teams available to assist our customers. Our team also comprises of the Broker and Agency Sales team as well as dedicated Business Home Lending specialist supporting the needs of Business Bank.

In Small Business Banking, we cultivate strong connections with our communities and customers by building deep connections, having compelling proposition and exceptional Execution. In partnership with stakeholders, our team develops strategies and delivers initiatives across all Small Business Banking Solutions customers and channels.

Do work that matters

Reporting to the Executive Manager, Customer Value Management Initiatives you will be responsible for working with Sales and Service Channels, Marketing, Digital and Customer Analytics to develop Customer Value Propositions and deliver these propositions and initiatives to transform the sales experience for the Small Business Banking segment.

This role is crucial in driving customer centric initiatives, ensuring our product and service offerings meet the evolving needs of small business clients and enhancing overall customer satisfaction and loyalty.

More specifically you will

• Understand small business customer lifecycles and design proactive strategies (e.g. acquisition, in-life, retention) to support these journeys.

• Understand and shape business problems / areas of opportunity in SBB and determining solutions / recommendations. This will assist in the design of the SBB strategic agenda, including developing a future capability delivery that is consistent with the overall BB Strategy.

• Leverage and communicate customer metrics, feedback and drivers of customer and business performance to Leadership teams across the Group

• Support in executing strategic projects to meet the needs of the SBB Leadership Team

• Manage a backlog of optimisation initiatives and work with the SBB LT to prioritise and deliver this work.

• Engage other teams across BB and the Group to keep abreast of their strategic agenda and be aware of interdependencies.

• Work closely with a wide range of stakeholders across product, risk and distribution.

As part of these projects you will:

• Develop solutions to problems and iterate on those solutions until it satisfies customer and business requirements

• Take ownership of work streams/ projects end to end, and independently manage deliverables.

• Work with other teams to see projects and recommendations implemented

• Identify roadblocks or dependencies, which could impact specific work stream / projects and resolve/ escalate to your manager as required.

• Design and implementing tests / pilots or national roll outs where applicable

• Work collaboratively with other parts of the organisation (both channels and products) to collaboratively achieve aligned goals.

• Analyse information and structure it clearly and concisely for stakeholders to understand and make informed decisions

We want to hear from you if you have

• Deep understanding of Small Business Banking segment

• Strategic thinker with a customer centric mindset and a passion for driving business growth

• Excellent project management skills, including the ability to manage multiple initiatives simultaneously.

• Strong communication – can apply structure to complex and ambiguous topics. 

• Effective writing and presentation skills.

• Demonstrated ability to take ownership of work and deliver outcomes in ambiguous or challenging environments

• Proven stakeholder management and customer engagement skills Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

If this sounds like you, APPLY TODAY!

Advertising End Date: 02/09/2024