Chapter Lead - Brand & Experience Strategy (Flexible Work)

Gofractional

Sydney

Hybrid

AUD 180,000 - 240,000

Full time

4 days ago

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Benefits offered by this job

Culturally safe workplaces

Indigenous support programs

Development opportunities

Flexible working

Job summary

Commonwealth Bank is seeking a Chapter Lead, Brand & Experience Strategy to shape how our brand is experienced across digital, physical and human interactions, leading strategy, standards and enterprise influence.

You will translate customer insights into roadmaps, define experience principles, and coach a high-performing chapter across Marketing, Product, Design and Technology to deliver distinctive, trusted customer experiences.

Qualifications

Extensive senior experience in brand strategy, customer experience, service design or equivalent.
Shaping high-volume digital products or services in partnership with Product, Design and Technology teams.
Translating brand strategy into design principles, interaction patterns and language systems.
Leading cross-functional programs and influencing at executive level without direct authority.

Responsibilities

Lead the Brand & Experience Strategy Chapter and collaborate with Marketing, Customer, Digital, Product, Design, Technology, Data, AI, Operations and frontline teams.
Own and evolve the enterprise brand strategy, architecture, portfolio principles and customer value proposition frameworks.
Translate insights into roadmaps and design principles to improve trust, engagement and conversion.
Define experience principles across branches, ATMs, events and relationship-led channels.
Coach and grow a high-performing chapter in a complex matrix environment.