Senior Manager, Customer Strategy
About the job
The Senior Manager – Customer Strategy is a pivotal position within the Customer Strategy & Insights team at CommBank. This job offers a unique opportunity to shape and embed the Journeys system, enhancing customer outcomes across the organisation. Collaboration with senior leaders and a focus on structured problem-solving are key to driving impactful change.
You'll be responsible for
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Shaping and evolving the Journeys system
Develop and refine the Journeys methodology, including how to measure, diagnose and prioritise customer experience improvements📈
Embedding the system at scale
Work directly with GM and EGM stakeholders to drive adoption and behavioural change across priority journeys📊
Influencing the Group’s customer agenda
Contribute to Board- and Executive-level narratives on customer performance and prioritiesKey criteria
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Experience in consulting or strategy
Proven background in top-tier consulting or strategy roles.View
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Structured problem-solving skills
Ability to break down complex problems into actionable solutions.View
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Methodology and framework development
Experience creating scalable methodologies across business units.View
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