Digital Customer Innovation Lead

1 week ago

Sydney, Australia Commonwealth Bank of Australia Full time

Digital Customer Innovation Lead
- **You are an innovation leader with digital customer experience**:

- **We are building global connectivity and capability for our customers**:

- **Together we will establish a digital-first, consistent experience for IB&M clients and colleagues**

**See yourself in our team**:
Institutional Banking and Markets (IB&M) is responsible for managing the Group's relationships with major corporate and government clients and institutional investors, and provides a full range of capital raising, transactional and risk management products and services. The division also performs an important internal role for the Group by providing equities, markets, lending and transaction banking execution capabilities to other CBA business units that allows them to capture opportunities with business customers.

IB&M has a clear vision and focus to extend customer relationships through innovation, data and digital platforms, building on our core capabilities. This role is within the Quants, Data, Analytics and Technology group, and the purpose of QDAT is to power, transform and grow IB&M. We have a broad mandate but primarily use scientific techniques to develop scalable and rich content to derive unique insights for institutional clients and internal bankers/product specialists, sales/traders. These capabilities enable IB&M to deliver on its purpose of combining global connectivity and capability for our clients.

**Do work that matters**

The Digital Customer Innovation Lead is a key leadership role working with the Digital Customer crew whose purpose is to establish a digital-first, consistent experience for IB&M clients and colleagues across key products and client facing processes by reducing friction through innovation, data and digital platforms. The new Digital Customer Hub is a Salesforce Financial Services Cloud CRM implementation which will enable better employee and customer experiences.

As Innovation Lead, you will engage with stakeholders across IB&M, Business Bank, Technology and Operations to identify, quantify and prioritise innovation opportunities to further deliver on our purpose and help IB&M improve our Net Promoter Score. This role works closely with the Crew Lead and the Digital Customer Product Owners and Business Analysts to identify the highest value digital experience opportunities and progress an idea into a tangible digital outcome. This includes, but is not limited to, market and customer research; facilitating discovery workshops and performing associated analysis; assessing return on investment; and driving feature development.

**Specifically, you will;**
- Work closely with the Crew Lead, Crew Tech Lead and Performance Lead to define / refine the Crew's vision, goals and crew roadmap aligned to objective and key results
- Support the Product Owners to translate Crew Objectives and Key Results into Product Roadmaps
- Work with the Digital Customer crew in defining and driving all new initiatives, ensuring alignment to the target state architecture and common goal of delivering on IB&M's strategic priorities
- Stay abreast of industry trends, best practices, and emerging technologies that would support better digital experiences
- Drive consistency in customer experience through development of market insights and supporting on-going customer testing to validate and improve the digital experiences of IB&M's clients and employees
- Act as a conduit across teams to ensure information flow, commitments can be delivered and escalation of risks, issues and dependencies
- Foster a culture of excellence, innovation, and continuous improvement, particularly in the context of digital experiences

**We're interested in hearing from people who have**:

- Previous experience in Financial services, ideally within BB or IB&M client segment
- Previous experience in Digital technology and/or in the Salesforce ecosystem (preferred)
- Previous experience in project delivery, taking an initiative from ideation to implementation
- Previous experience in working in Agile, using Jira and/or Confluence
- Strong communication skills and expert stakeholder management skills

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Advertising End Date: 30/03/2024

Job ID REQ206370

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