Delivery and Change Expert

6 days ago

Sydney, New South Wales, Australia beBeeChange Full time $120,000 - $170,000
Job Overview

You are a change management and delivery expert. We deliver and manage changes that result in exceptional customer outcomes.

Retail Banking Services is the public face of CommBank, delivering a seamless banking experience for millions of customers.

Customer Service Direct (CSD) comprises three frontline business units, two support teams, and three Crews. Thousands of staff interact with customers daily, from helping with products and accounts to buying a car or new home.

The CSD vision is to support customers during moments that matter by providing exceptional service experiences across lending, collections, and service journeys.

The Direct Lending Centre of Excellence supports the Direct Banking business and broader CSD through provision of delivery, change management, people experience, process design, and communications functions.

Key Responsibilities:
  • Partner with Pace Crews to uplift the customer experience across business teams.
  • Lead end-to-end delivery of initiatives and projects that enable frontline teams.
  • Facilitate change management activities to ensure successful embedding in frontline teams.
  • Contribute to improvement of the customer's experience via Breakpoint forums and identify required areas of focus.
  • Use your knowledge of frontline operations and customers to support Crews to identify and solve customer breakpoints.
  • Undertake solutions design based on strong understanding of CSD operations.

Benefits:

This role offers a unique opportunity to make a significant impact on our customers' lives.

Requirements:

We are looking for someone with excellent communication skills and the ability to work collaboratively as part of a team.

About Us:

We value diversity and inclusion and are committed to creating an environment where everyone feels valued and respected.

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