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About the Role
Lead the strategy and roadmap for loyalty and retention across Consumer Lending. Build and empower a high-performing team to deliver meaningful customer and commercial outcomes. Use data, customer insight and experimentation to strengthen long-term customer relationships.
Responsibilities
- Set and communicate the product vision, strategy and roadmap for Retention & Loyalty.
- Build and lead a high-performing, inclusive team with clear priorities, strong accountability and the capability to make effective decisions.
- Develop loyalty and retention propositions that create differentiated customer value.
- Shape CommBank Yello experiences that are simple, rewarding and relevant to customers' needs.
- Use customer insight, behavioural data and experimentation to identify opportunities, guide investment and improve outcomes.
- Lead personalised offers, proactive nudges, lifecycle communications and next-best-action experiences.
- Balance customer, commercial, risk and operational considerations with an enterprise mindset.
- Align senior stakeholders on priorities, trade-offs and decisions.
- Partner across engineering, design and stakeholder teams to deliver safe, scalable and sustainable customer outcomes.
Requirements
- Experience leading loyalty, rewards or retention propositions, with a strong understanding of customer motivation, personalisation and lifecycle engagement.
- Strong people leadership experience, including building, coaching and empowering high-performing teams.
- Product leadership capability across strategy, discovery, roadmaps, prioritisation and delivery.
- Experience embedding customer-led, evidence-based practices in cross-functional teams.
- Experience partnering with engineering and user experience specialists.
- Ability to translate customer insight and behavioural data into product decisions and measurable outcomes.
- Strong stakeholder leadership and influencing skills, including alignment on priorities and trade-offs.
- Sound judgement across customer, commercial, risk and operational considerations.
Skills
- loyalty
- rewards
- retention
- customer insight
- experimentation
- personalisation
- lifecycle engagement
- product strategy
- product discovery
- roadmapping
- prioritisation
- delivery
- stakeholder management
- influencing
Location
- Australia
Work Type
- Full-time
Experience Level
- Experienced product and people leader
About the Company
- Retail Banking Services supports more than 10 million personal and small business customers through market-leading products, services and digital experiences.
- At CommBank, we're committed to creating an accessible, inclusive and respectful workplace.
Equal Opportunity
- 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.