Senior Manager - Customer Experience at Commonwealth Bank

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

0.0

Posted On

03 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Customer Onboarding, KYC Refresh, Process Design, Transformational Change, Stakeholder Management, Business Process Management, Lean Six Sigma, Strategic Thinking, Commercial Acumen, Collaboration, Relationship Building, Customer Strategy, Planning, Execution

Industry

Financial Services

Description

Senior Manager – Customer Experience You are an accomplished customer experience professional with a customer obsession mindset We’re driven to deliver industry leading digital experiences Together, we can rewrite the experience for millions of customers Do work that matters Join the Everyday Business Banking (EBB) team, supporting a diverse range of business customers from small enterprises to large corporates. The EBB team is responsible for Deposit and Transaction Product and Portfolio Management, Cash Channel Strategy, Merchant Solutions, Business Customer Onboarding, Customer Lifecycle Management, and Business Customer Propositions. You will be part of the Customer Onboarding Crew, focusing on customer onboarding and KYC refresh journey redesign. See yourself in the team We are seeking a Senior Manager – Customer Experience to lead the redesign and implementation of end-to-end customer journeys and processes, with a focus on Customer onboarding and KYC refresh for relationship-managed business customers. This is a new role, reporting to the Chapter Lead and working closely with the Product Owner who oversees the relevant business area. This role requires strategic thinking, customer focus, and the ability to drive transformational change across multiple business units. Key Responsibilities: Lead end-to-end customer journey redesign and drive implementation for Business Customer Onboarding and KYC refresh Develop and execute a roadmap for improvement initiatives across business units Collaborate with operations, branch, and frontline teams to deliver re-imagined customer experiences Drive and successfully deliver transformational change initiatives Build strong working relationships with stakeholders across the organisation What We’re Looking For: Experience in business process or customer experience roles, ideally with 5-7 years in financial services or similar industries Demonstrated expertise in end-to-end customer journey/process design and implementation Proven track record in driving and delivering transformational change Strong commercial acumen with experience in customer strategy, planning, and execution Excellent stakeholder management and relationship-building skills Experience with business process management (BPM), Lean Six Sigma, or similar methodologies is advantageous Comfortable navigating ambiguity and working flexibly through change We operate in a hybrid working environment, meaning a blend between being in the office and working remote. If you’re a driven, collaborative and enthusiastic who wants to have a real impact on the digital experience of our customers – we would love to hear from you! 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 17/10/2025 Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you. Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. Here, you’ll thrive. You’ll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

Responsibilities

Lead the redesign and implementation of end-to-end customer journeys and processes, focusing on customer onboarding and KYC refresh. Collaborate with various teams to deliver improved customer experiences and drive transformational change initiatives.