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About the Role
As a Senior Data Scientist within the Customer Care – Hey CommSec & GenAI Squad, you will help shape and improve CommSec’s customer-facing GenAI and agentic AI capabilities. You will evaluate chat-bot performance, generate insights and identify opportunities to improve experiences that retrieve CommSec digital content and provide customers with relevant portfolio insights. You will work closely with Software Engineers, Product Owners, SMEs, Legal and Risk partners to turn analysis into practical improvements across agent design, prompting, retrieval quality and customer experience. Working in this team means being at the forefront of data, AI, and customer insight innovation, with the opportunity to influence how CommSec leverages emerging technologies such as GenAI and agentic AI to deliver better outcomes for customers.
Responsibilities
- Design and maintain evaluation metrics, test datasets and frameworks for GenAI and agentic AI solutions.
- Analyse chatbot interactions, model behaviour and evaluation results to understand performance, quality and customer impact.
- Use Python to develop repeatable analysis, testing and reporting workflows.
- Provide clear, actionable recommendations to improve AI performance, usefulness and customer outcomes.
- Support scalable monitoring and quality assurance practices for AI-powered customer experiences.
- Communicate findings clearly to technical and non-technical stakeholders.
Requirements
- Experience applying data science, advanced analytics or machine learning to solve complex business or customer problems.
- Strong Python skills, with experience analysing data and developing repeatable analytical workflows.
- Practical experience or strong interest in GenAI, LLMs, RAG, Agentic AI, prompting, model evaluation or AI experimentation.
- Experience designing evaluation metrics, test datasets or analytical frameworks to assess model or product performance.
- Strong problem-solving skills, with the ability to turn ambiguous questions into structured analysis and clear recommendations.
- Excellent communication skills, including the ability to explain technical concepts clearly to different audiences.
- A curious mindset and willingness to continuously learn, adapt and experiment in the fast-changing world of AI.
- Ability to work effectively with Software Engineers, Product Owners, SMEs, Legal, Risk and business stakeholders.
- Experience with agentic frameworks is helpful.
Skills
- Data Science
- Advanced Analytics
- Machine Learning
- Python
- GenAI
- LLMs
- RAG
- Agentic AI
- Prompting
- Model Evaluation
- AI Experimentation
- Analytical Frameworks
- Problem-solving
- Communication
- Agentic Frameworks
Location
- Sydney
Work Type
- Hybrid
- Flexible working options
Experience Level
- Senior
Benefits
- Flexibility to balance where work is done
- Changing start and finish times
- Part-time arrangements
- Job share
About the Company
- Business Bank (BB) offers a wide range of services and solutions to our small to medium enterprise customers and our regional and agribusiness customers. We also take care of our personal and institutional online trading customers.
- CommSec is Australia’s leading online broker providing equities, international shares, exchange traded funds, research and margin lending services to our retail and sophisticated clients.
- The CommSec Data and Insights Centre of Excellence (COE) is a central Data and Analytics function that supports the delivery of Data, Advanced Analytics and Data Science offerings for the entire CommSec business.
- The COE’s mission is to provide trusted data, capabilities and actionable insights in partnership with our stakeholders to drive customer experience, empower decision making and safeguard our data.
- 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.