Loyalty & Retention Product Lead

CommBank; Sydney; On-site; AUD 180,000 - 230,000; Full time

Job summary

CommBank is seeking a Product Lead, Retention & Loyalty for its Consumer Lending squad in Australia. You will define the vision and roadmap for retention initiatives, build a high-performing team, and create differentiated customer experiences that enhance loyalty beyond funding.

You will guide investments using customer insight and data, leading personalised offers and lifecycle communications while balancing risk and commercial priorities.

Qualifications

• Experience leading loyalty, rewards or retention propositions with customer motivation and lifecycle engagement.
• Proven ability to build and coach high-performing cross-functional teams.
• Strong capability across strategy, discovery, roadmaps, prioritisation and delivery.
• Experience embedding customer-led, evidence-based practices in cross-functional teams.

Responsibilities

• Set and communicate the product vision, strategy and roadmap for Retention & Loyalty.
• Build and lead a high-performing, inclusive team with clear priorities and strong accountability.
• Develop loyalty propositions that create differentiated customer value.
• Shape experiences that are simple, rewarding and relevant to customers' needs.
• Use insights and data to identify opportunities, guide investment and improve outcomes.
• Lead personalised offers, lifecycle communications and next-best-action experiences.
• Balance customer, commercial, risk and operational considerations with an enterprise mindset.
• Align senior stakeholders on priorities and decisions.
• Partner across engineering, design and stakeholder teams to deliver safe, scalable outcomes.

Skills

Loyalty & retention

People leadership

Product strategy

Data-driven decisions

Experimentation

Job description

CommBank is seeking a Product Lead, Retention & Loyalty for its Consumer Lending squad in Australia. You will define the vision and roadmap for retention initiatives, build a high-performing team, and create differentiated customer experiences that enhance loyalty beyond funding.

You will guide investments using customer insight and data, leading personalised offers and lifecycle communications while balancing risk and commercial priorities.