Product Owner (Senior Manager) - Customer Data Mastery & Quality

Product Owner (Senior Manager) - Customer Data Mastery & Quality

See Yourself in the Team 

The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every single process that we execute has a significant impact on customer experience. 

The Customer Data Management Crew drives Customer Data integrity, completeness and coverage of the Group’s customer repository to increase leverage of customer information and enhance customer experience throughout the customer lifecycle. 

Our work is aimed at collating information about all our customers into one infrastructure, providing a single view of customer for all users, whether front-line or analytical, and managing quality from the point of capture from the customer. We design and implement processes to maintain and improve the integrity and richness of our Customer Data over time and through the customer life-cycle. 

We care about the identity of customers, the privacy and accuracy of their information, their rights and responsibilities in relation to Bank products and their relationships to each other. By leveraging customer information, we enable our staff to know and remember our customers, in order to give the best possible experience and provide what they want and need reliably. 

Do work that matters 

You will be accountable for the solution delivered and responsible to manage the squad workload, including both technical and business resources.  You will lead the Customer Master Data Management Squad, consisting of engineers, testers, business analysts and user experience designers and act as data steward for the core customer domain, owning 21+ critical data elements utilised across the Group.  

Also, you will be responsible for the Product's backlog, coverage of the scope and regular prioritising and refinement of backlog items to ensure crew objectives are met and the team maintains a high rate of velocity. 

One of the key priorities in FY24+ is the establishment of the new cloud strategic customer master, that will open up a number of additional lines of effort over the coming years, aimed at modernising our technology and supporting the Group in creating seamless customer experiences. 

Responsibilities: 

• Product Owner for Customer Data Management (CDM) Crew– focusing on the establishment of the strategic customer master. 
• Establish Group relationships with key business stakeholders (IB&M, RBS, Digital, B&PB, Ops) to support delivery/solution design 
• Establish the vision for the project/release and communicate the drivers and benefits to your engineering squad and business stakeholders for your allocated portfolio 
• Lead the agile delivery of change across your squads assets, prioritisating and continually refining the product backlog to meet our crew objectives and support Group stakeholders 
• Assume the role of Customer Data steward, ensuring that controls and monitoring controls are established to monitor the integrity of the data.  
• Provide leadership and direction when problem production incidents occur – maintaining the responsibility of the voice of the business (which in this case is often Group/Cross BU focused) 
• Provide support to cross-Group teams as you develop into a customer master SME. 
•  Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people. 

What skills you will possess: 

• A background in understanding complex customer and party model implementations and migrations 
• Strong analytical skills and commercial acumen 
• Experience in customer master data management (MDM) implementation  
• Experience/accreditation as a Product Owner is highly regarded 
• Experience in an Agile environment is desirable 
• Strong analytical skills and commercial acumen 
• Experience with effective planning and the ability to contribute to tactical and strategic planning in support of the business plan 

Apply today!

We operate in a hybrid working environment, meaning a blend between being in the office and working remotely. Please feel free to discuss your individual situation and needs with us!

Your Development and Career Progression: 

At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility and internal promotion.