- Lead the customer experience, business performance and operational effectiveness of CommBank’s ATM network across CSN.
- Bring your ambition to a place where you can grow, belong and shape what’s next.
- Join a bank modernising legacy technology to unlock digital-first, AI-powered customer experiences that are always available.
Do Work That Matters
This is a senior leadership role accountable for the end-to-end ATM customer proposition, with responsibility for keeping the network reliable, accessible, commercially disciplined and aligned to customer needs across assisted and non-assisted channels.
You’ll translate network performance, customer insight and operational data into practical improvements across availability, usability, service quality and value, while influencing outcomes across Technology, Operations, Risk, Distribution, Product and external vendors.
See yourself in our team
Be part of the team at the heart of how CommBank serves Australia. Retail Banking Services supports more than 10 million personal and small business customers with market-leading products, services and digital experiences.
In this role, you’ll help shape how customers experience one of the bank’s most important physical service channels, improving journeys for customers and the teams who support them every day.
- Define the ATM customer and business performance agenda for FY27 and beyond.
- Establish performance measures across availability, usage, service quality, complaints, cost and customer and staff experience.
- Own the ATM customer proposition, including experience standards, accessibility and journey effectiveness.
- Partner with Technology, Operations and vendors to improve availability, reliability and service recovery.
- Drive initiatives that simplify customer interactions and reduce avoidable friction across ATM journeys.
- Translate usage, customer and operational insights into prioritised business actions and investment recommendations.
- Balance customer and business outcomes with risk, compliance, cost and operational resilience requirements.
- Provide clear executive reporting on performance, benefits, risks, dependencies and customer outcomes.
We’re interested in hearing from people who:
You’ll bring deep experience leading customer, operational or channel performance in a complex environment, with the judgement to balance commercial outcomes, customer needs and risk.
- Expertise in ATM network and channel strategy, or closely related channel leadership experience.
- Strong capability in customer experience and journey design, with a track record of improving service quality.
- Proven experience in business performance management, using data and insight to prioritise action.
- Advanced operational excellence and governance capability in a risk-aware environment.
- Strong stakeholder engagement and influencing skills across business, technology, operations and external partners.
- Sound decision-making and critical thinking, particularly in complex or ambiguous settings.
- Experience working with regulatory, security or industry standards relevant to service delivery.
- Leadership capability that builds clarity, ownership and momentum across teams and senior stakeholders.
Working with us: At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 696
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 24/07/2026