Product Owner Retention

• Permanent Full Time Opportunity
• You have an absolute passion for delivering the best experiences for customers, lenders, Customer Retention Agents, and operations.
• We are a team focused on simplification and improving customer experience for customers in their home loan in-life journeys.
• Together, we will support more Australians throughout their home loan journey.

See yourself in our team

 The Manage and Own Crew looks after the in-life experiences of customers’ home loans, including but not limited to value and loyalty creation, variation, retention, offset arrangements, and departure. You will be joining the Retention Squad within the Home Buying Manage & Own Crew, where you will play a pivotal role in delivering our Squad and Crew strategies. We are a passionate and dynamic team that wants to re-imagine ‘what’s possible’ and make all our decisions with a customer-obsessed lens! We welcome diverse viewpoints, innovative thinking, and an eagerness to get things done.

Do work that matters

Reporting to the Crew Lead (Manage & Own), you will be leading the Retention squad and will be responsible for defining the external refinance and property seller retention strategy, driving initiatives, and delivering core retention capabilities to ensure CBA meets it retention outcomes in this very competitive environment.

You will guide an agile, autonomous, cross-functional team to deliver new and enhanced innovations and customer experiences. You will move forward with less-than-perfect information, confidently address stakeholder questions and concerns, and possess the ability to accurately evaluate ambiguous situations to reach informed decisions. You will have the ability to resolve complex issues by first having a clear understanding of the problem and then using effective strategies and techniques to generate appropriate solutions.

Key Responsibilities

• Work with the Customer Retention Unit, Distribution, Marketing, and HB Pricing to develop, refine, and deliver the retention strategy.
• Lead a squad of product and analytics members to drive meaningful change, continuously measuring the impact of our retention strategies and adapting the approach as required.
• Lead and develop the product roadmap and engage with senior stakeholders/business units to manage the delivery of the product roadmap.
• Maintain a healthy prioritised backlog to deliver business and customer outcomes.
• Manage the squad’s performance to defined objectives, including OKR tracking.
• Establish mechanisms to identify opportunities to enhance retention strategy, streamline customer experiences, and drive outcomes aligned with KPIs and OKRs.
• Oversee the Squad’s performance, including OKR tracking and retention reporting.
• Proactively identify, manage, and close issues, incidents, and risk mitigation initiatives.
   

We’re interested in hearing from people who have:

• Experience working in an agile environment as a Product Manager/Owner.
• Exceptional stakeholder/supplier engagement skills, including presentation skills, communication, negotiation, and influencing capability at a senior leadership level, with a proven record of managing the needs of varied business stakeholders.
• Experience with building product roadmaps.
• Strong analytical skills and commercial acumen.
• Experience with effective planning and the ability to contribute to tactical and strategic planning in support of a business plan.
• Experience in the home ownership domain.
• Risk Mindset: All CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.

Advertising End Date: 21/01/2025