See yourself in our team Business Banking (BB) manages relationships with Commonwealth Bank’s small-medium enterprise customers, mid-market corporate customers, and regional and agribusiness customers, providing a wide range of financial services and solutions. It also services our personal and institutional online trading customers. The Virtual Relationship Management (VRM) Crew is responsible for designing and implementing go to market propositions using Agentic AI approaches which would plug into branch, digital, call centre and RM managed capabilities. This forms the future of AI driven distribution for the Business Bank and sits with the CCD Domain. Do work that matters Reporting into the Crew Lead, your responsibilities include but are not limited to: Delivering excellent agentic customer experiences across all touch points with our voice channel, through the application of best practice Experience research and Design methodology Owning the VRM call centre experience, focussing on small business banking customers in the first instance and expanding to other segments over time Operational accountability for interoperability across the agentic landscape Operational run of capabilities that would impact customer’s experience interacting with Agentic first solutions and capabilities in call centres Provide key decision makers with trusted insights about VRM proposition customer performance, growth, risk and their external ecosystem Developing a clear product vision and roadmap ensuring that the group has capitalised on identified opportunities and addressed challenges highlighted by economic, competitor and emerging insights We are interested in people who have: A background in running and improving operations at Call Centres Previous experience in end-to-end delivery of strategic operational projects with a strong focus on improving NPS in assisted channels Demonstrable track record in developing clear product value propositions, market positioning (internal and external) and roadmaps An exposure to, and understanding of key considerations in developing Generative AI driven applications would be beneficial Demonstrated people management and experience leading tech squads focussing on a customer first mindset and end to end experience design, delivering change Strong design thinking ability, considering multiple internal and external factors Attention to detail while still being able to see the bigger picture, with excellent commercial judgement Seasoned manager of senior stakeholders, leading change, delivering clear communications and delivering on a strategic agenda Exceptional verbal and written communication skills If this sounds like the role for you then we would love to hear from you. Apply today! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. 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 1800 989 696. Advertising End Date: 28/05/2025