Product Owner Yello Partner Offer Comms

• Permanent full-time opportunity, at Senior level
• You are a progressive people leader, helping to build customer focussed solutions 
• We are a team focused on achieving world class customer engagement through greater orchestration and curation of our personalised communication/touchpoints ecosystem
• CommBank Yello is fast-paced and dynamic, so bring your enthusiasm, flexibility, tenacity and sense of fun!

See yourself in our team

The Yello Crew runs one of Australians Largest recognition programs, we are providing experiences, offers and communications that respond to customers need to be recognised for their relationship and decision to Bank with CommBank. The Banks ability to achieve its goal of being NPS +30 is underpinned by the ability to engage, provide value and create world leading experience.

The Yello Partner Offers Communications Squad ………….

Our team is in start-up phase with a greenfield remit to materially uplift the customers lived experience with retail personalised touchpoints. We are focused on ensuring ‘the whole is greater than the sum of the parts’ and have the ambition of being world-leading when it comes to customer engagement.

Do work that matters

As a Product Owner Yello Partner Offer Communications (Senior level) you will report to the EM of Customer Strategy and Comms. You will be responsible for lead and defining the Yello Communications strategy, goals and roadmap. You will also lead the end-to-end development and execution or the Yello Customer Lifecycle communications. Apply domain expertise to support prioritisation and successful achievement of business and squad objectives.

You will thrive in ambiguity, be able to quickly pivot to changing work demands, and possess the ability to accurately evaluate complex situations to reach informed decisions. You will influence others by communicating value with credibility and respect, holding yourself accountable for delivery.

Key Responsibilities

• Drive project exploration and inception to ensure alignment of product and communications strategy.
• Act as the voice of the customer and business, translating this for the squad.
• Incorporate design thinking and analytics to inform Communications design.
• Formulate hypotheses to validate customer problems and define clear learning objectives that will inform product roadmap and prioritisation decisions.
• Lead and develop the Communications roadmap, and engagement with senior stakeholders/ business units to manage the delivery of Key Customer communications
• Maintain a healthy prioritised Backlog to deliver business and customer outcomes.
• Lead the squad day-to-day to deliver change and lifecycle activities.
• Identifying risk, dependencies and issues for the squad in line with excellent management of operational risk and compliance outcomes, uplifting and implementing controls (and supporting processes) where required
• Measure, track and interpret performance using analytics and voice of customer insights across all channels to maximise engagement opportunities.
• Project manage complex cross-functional initiatives working with technical teams from Technology, Data & Analytics, Marketing, Digital, Compliance and Risk
• Work with impacted teams to ensure effective embedding of changes within your problem space; this includes communicating and rolling out the changes through Comms, Training and Collateral Uplift in a timely manner.  
• Staying abreast of external market trends (from regulatory, economics to innovation) and assigned RIS Issues/Incidents (actions to close and upcoming due dates), ensuring that these are flagged for solution scoping within the relevant squads.
• Manage the squad’s performance to defined objectives including OKR tracking, etc.
• Work with the Yello Partnerships Centre of Excellence to understand merchant needs, identifying opportunities to increase Merchant awareness and Engagement with CommBank Yello customers
• Ensure customers, and merchants have the support they require, and problems resolved.

We’re interested in hearing from people who have:

• Experience working in an agile environment as a Product Owner, in data and analytics, retail financial services product management, direct marketing or loyalty experience
• Strong 1:1/direct communications systems knowledge
• Understanding of Consumer Retail environment including merchant needs
• Understanding of Consumer loyalty programs 
• Understanding of Retail Publishing landscape
• Strong stakeholder engagement and management capabilities. Success in the role requires the ability to lead and influence without direct authority
• Customer-first Mindset: always starting with and anchoring back to the customer outcome
• Risk Mindset: this role is for a Risk Champion, with a strong ability to proactively identify and understand, openly discuss and act on current and future risks
• Experience in delivering complex digital products and services and prioritising accordingly
• Exceptional stakeholder/supplier engagement skills including presentation skills, communication, negotiation and influencing capability at a senior leadership level with a proven record of managing the needs of varied business stakeholders
• Strong analytical skills and commercial acumen
• Experience with effective planning and the ability to contribute to tactical and strategic planning in support of a business plan

Your Development and Career Progression:

At CommBank, we are committed to building a diverse and inclusive workforce reflecting the customers, businesses, and communities we serve. As a value’s driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility and internal promotion.

Advertising End Date: 27/10/2024