Chapter Lead

**Chapter Lead **- CommBank Yello**

At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

The CommBank Yello Crew runs one of Australians Largest recognition programs, we are providing experiences, offers and communications that respond to customers need to be recognised for their relationship and decision to Bank with CommBank. The Banks ability to achieve its goal of being NPS +30 is underpinned by the ability to engage, provide value and create world leading experience

You will be part of the CommBank Yello Strategy & Operations Squad. The squad’s purpose is to drive advocacy for our loyalty program by setting and embedding a strategy that is loved by customers, adopted by frontline and technically feasible. The squad is a mix of people who are great at analysing and showcasing our performance, supporting with frontline queries and managing products stakeholders across the bank.

With rich data and expanding capability at your fingertips, join a team of expert problem solvers who aren’t afraid of the unfamiliar and are ready to take the partnership experience for customers to the next level.

**Do work that matters**:
Within the CommBank Yello Strategy & Operations Squad you will lead a team of Product managers to both launch new offers for customers, embed engagement and solve customer/frontline pain points. You will be working with multiple squads across the Yello Crew and the bank, dealing with a diverse range of products and services.

There is a lot of opportunity in this space to really challenge the way we currently present value to customers and reward loyalty. We are shifting operations, with an ambitious agenda of new capability build, delivering better offers faster, and embedding customer loyalty at the same time. If you are excited to be part of a team that is building up new ways of operating, seeing first-hand how your work impacts customers and working with a brilliant set of people then this could be the role for you.

**On any given day you will**:

- Lead a team of highly skilled product managers who are using utilizing customer-centered design thinking. Influence key product decisions and prioritization through compelling performance insights including business outcomes and customer experience.
- Develop and maintain strong relationships with key business and technical stakeholders across CommBank internal partners, technology, risk, and operations to expedite solution design and delivery.
- Have the ability to build, lead, and inspire an engaged cross functional team of product managers, while also fostering an engineering culture of excellence
- Promotes open communication and creates a safe working environment where our teams voices are heard in order to achieve great outcomes for our organisation, our customers and the community
- Drives product and operational excellence and supports teams in charge of mission-critical production services with diverse stakeholders and complex dependencies
- Encourages risk-taking and constructive challenge while growing diverse and inclusive teams
- Effectively communicate Yello strategy and support large scale change programs across the business
- Manage the squad’s performance to defined objectives including OKR tracking, etc
- Staying abreast of external market trends (from regulatory, economics to innovation) and assigned RIS Issues/Incidents (actions to close and upcoming due dates), ensuring that these are flagged for solution scoping within the relevant squads.
- Manage the squad’s performance to defined objectives including OKR tracking, etc.
- Support the Product owner establish the vision for the strategic initiatives, project/release and communicate the drivers and benefits to stakeholders

**We're interested in hearing from people who possess a combination of the below**:

- Experience leading high performing teams through large change agenda
- Experience in leading people towards Group Outcomes and driving the NPS +30 goal
- Being curious and learning orientated to explore new ideas and strategies
- Being curious and learning orientated to explore new ideas and strategies
- Having an adaptive mindset to continue to solve challenges and innovate
- Experience with campaign management or customer decisioning systems preferred
- Project management tools such as Confluence, Jira, Visio and Microsoft Office suite
- Prior experience with creating and executing customer journeys, marketing campaigns, or customer decisioning.

**We are proud of our fun and inclusive culture and enjoyable working environment.**
- Whether you're passionate about c