Chapter Lead Cdao Data Analytics Rbs

1 week ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
Chapter Lead CDAO Data Analytics RBS

You are a curious and enthusiastic individual that loves data, with a passion for people that matches your passion for numbers.

We are a values-driven team of analytical techsperts, who believe in the power of proof, supporting growth and getting excited over data storytelling.

Together we can harness the power of analytics and technology to identify solutions for our customers and communities to improve their financial wellbeing and really make a difference.

See yourself in our team


This role sits in the Insights Analytics Chapter Area and would focus on analytical insights and reporting needs for Customer Service Direct (CSD).

CSD provides extensive virtual service support in voice and messaging channels to ensure customers can access us flexibly with ease when they need to and have an excellent experience, every time.

Your impact will shape these frontline customer interactions and you will be at the forefront of the path towards increasing customer advocacy, and our Group goal of NPS+30.

You will report into the Chapter Area Lead Data Analytics.


People leadership, team engagement, building analytical capability and development of Chapter members, and delivering work as a squad member (staying 'on the tools') would be key to the success of this role.


The Chapter Lead leads the chapter and develops the capability of individuals in a chapter instance, manages performance and talent processes in addition to performing work in the Squad or CoE.

Please note this is a Senior Manager level role.

On a day to day basis, you'll:

  • Deliver Crew / CoE outcomes within the squad they are assigned to, providing expert advice of analytical solutions to the business and customer problems.
  • Facilitate the constructive resolution of conflicts which may arise both internally & externally to the Chapter.
  • Provide people leadership and management including onboarding, hiring, skill building, career development, coaching, performance management and individual and team engagements for Chapter members, in line with guidance from the Chapter Area and / or Practice.
  • Implements and supports consistent ways of working across the Chapter.
  • Sets clear expectations on the guardrails and standards to be applied as defined by the Chapter Area and / or Practice.
  • Contributes to the uplift of the Chapters maturity through SME knowledge and by driving and fostering collaboration across Chapter instances to create a culture of sharing, learning and problem solving
  • Seeks data and feedback to inform metrics and leverages these to support continuous improvement efforts, in partnership with the Chapter Area Lead
  • Participates and contributes to the Data Analytics Practice and / or Chapter including maintaining technical experience commensurate with their specific Chapter

We're interested in hearing from people who:

  • Are passionate about leading people to become the best they can be and building a engaged and empowered team culture
  • Possess exceptional communication, stakeholder engagement and presentation skills
  • Have the ability to understand corporate frameworks and a keen eye for manipulating data
  • Demonstrated Insights, Reporting and Analytics background


At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation Read more about our commitment to inclusion and diversity.

We believe in working for a place that works for you.

We have many flexible working options within our team so talk to us about which arrangements would work best for you.

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

Advertising End Date: 12/02/2024

Job ID REQ203781

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