See yourself in our team

This role is within the Marketing and Corporate Affairs (MCA) Consumer Marketing Centre of Excellence, focused on the transformation of 1:1 Communications and reporting to the Chapter Lead, 1:1 Communications. The 1:1 Communications team helps enable communication excellence – focused on delivering better marketing sooner and safer than ever before. Over 35% of all Australians use CommBank as their main financial institution, and our team plays a critical role in how we communicate to millions of our customers via direct channels. The team is responsible for enabling 1:1 communication strategy and delivery, ensuring operational excellence, optimisations through the adoption of technology, and implementing communication best practices - all to support better outcomes for our customers. We partner closely with other MCA teams including Strategy, Technology & Operations, Customer Insights and Research, as well as key stakeholders across the Bank, including Data, Analytics, Digital and Technology.

Do work that matters

As the Manager, Customer Communications, you will play a crucial role in supporting the design and implementation of strategic initiatives that reimagine our 1:1 communications through process transformation and governance uplifts. This is a unique role that will drive positive change for our people, customers, and the broader business through simplification. You will bring your combination of business acumen and analytical prowess to support the uplift of processes and systems, delivering against our key regulatory obligations.

Your key responsibilities:

Enable 1:1 strategy

• Revolutionise communication by supporting the improvement of the 1:1 communications process through a process overhaul and ongoing optimisations, transforming the way we go to market
• Shape strategy by conducting data analysis, forming insights, and making recommendations to help shape the 1:1 communication strategy
• Drive impactful change by developing a deep understanding of current processes to enable meaningful improvements

Business process uplift & project management

• Assess and innovate by evaluating current business functions and processes, performing state analysis, and developing user/customer journeys
• Lead projects to success by ensuring project management best practices from concept to deployment, including facilitating workshops where required
• Design effective solutions by identifying dependencies, risks, and regulatory considerations, and collaborating with key stakeholders to capture, challenge, and manage scope, requirements, and functional specifications effectively
• Navigate complexity by driving the best outcomes for our customers within a complex, matrix organisation dynamic

Team & culture

• Shape the team culture by supporting team members and finding opportunities to improve the day-to-day team experience
• Champion customer experience by fostering an ambition to create a better experience for our customers and our people, with a passion for how process improvement can help achieve this

We would like to hear from people who have:

• Experience leading process-based initiatives and projects, including analysis of business processes and requirements capture
• Proven project management skills and experience managing projects
• Ability to interact with stakeholders at all levels within a complex organisation and influence them to effect change and deliver continuous improvement- highly desirable if this has been within a large-matrix organisation
• Experience with Insights Analytics and working in an agile environment
• Proven experience actively managing risk, adhering to regulation, compliance, and legal guidance, highly desirable if this includes translating regulation into simple/easy-to-understand processes
• Strong communication skills – both verbal and written are critical to the success of this role
• Ability to apply critical thinking and good judgement to problem-solving.
• A growth mindset with the ability to thrive in a fast-paced, dynamic environment, demonstrating agility and strategic thinking

Must have:

• Risk mindset - proactively identify and understand, openly discuss, and act on current and future risks through a pragmatic approach
• Customer-first approach – ability to keep the customer at the centre of decision-making and advocate for customers across a diverse range of stakeholder sets