See yourself in our team

Business Banking (BB) manages relationships with Commonwealth Bank’s small-medium enterprise customers, mid-market corporate customers, and regional and agribusiness customers, providing a wide range of financial services and solutions. It also services our personal and institutional online trading customers.

The Virtual Relationship Management (VRM) Crew is responsible for designing and implementing go to market propositions using Agentic AI approaches which would plug into branch, digital, call centre and RM managed capabilities. This forms the future of AI driven distribution for the Business Bank and sits with the CCD Domain.

Do work that matters

Reporting into the Crew Lead, your responsibilities include but are not limited to:

• Delivering excellent agentic customer experiences across all our digital touch points, through the application of best practice Experience research and Design methodology.

• Owning the VRM digital experience, focussing on small business banking customers in the first instance and expanding to other segments over time.

• Operational accountability for interoperability across the digital landscape.

• Operational run of capabilities that would impact customer’s experience interacting with Agentic first solutions and capabilities.

• Provide key decision makers with trusted insights about VRM proposition customer performance, growth, risk and their external ecosystem.

• Developing a clear product vision and roadmap ensuring that the group has capitalised on identified opportunities and addressed challenges highlighted by economic, competitor and emerging insights.

We are interested in people who have

• A background in customer research and feedback led digital capability development (e.g., mobile application, messaging capabilities, digital journeys and campaigns, voice, avatars)

• Previous experience in end-to-end delivery of strategic projects with a strong focus on managing risk

• Demonstrable track record in developing clear product value propositions, market positioning (internal and external) and roadmaps

• An exposure to, and understanding of key considerations in developing Generative AI driven applications would be beneficial

• Demonstrated people management and experience leading digital squads comprising of designers and developers across iOS, Android and Browser based platforms, focussing on a customer first mindset and end to end experience design, delivering change. 

• Strong design thinking ability, considering multiple internal and external factors

• Attention to detail while still being able to see the bigger picture, with excellent commercial judgement

• Seasoned manager of senior stakeholders, leading change, delivering clear communications and delivering on a strategic agenda.

• A passion for and strong understanding of Generative AI including awareness of key challenges and opportunities

• Exceptional verbal and written communication skills