Product Lead - Lending Experience

cba; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

Commonwealth Bank is seeking a Product Lead, Lending Experience (Origination) to define the vision, strategy and delivery of initiatives transforming how customers access personal lending products. You will identify opportunities to simplify processes, improve outcomes and boost efficiency while balancing risk and regulatory considerations.

Using customer insight and data, you will shape a roadmap that delivers measurable improvements across the origination journey, influencing senior

Qualifications

• Significant product leadership experience within lending, banking, financial services or other complex customer environments.
• Experience developing product strategies, roadmaps and prioritisation frameworks.
• Deep understanding of customer journey design, service design and process optimisation principles.
• Experience leading transformation initiatives involving automation, operational improvement and customer experience enhancement.
• Strong commercial acumen balancing customer outcomes, business value, risk and regulatory obligations.
• Exceptional stakeholder management and influencing skills, including experience working with senior leaders and cross-functional teams.
• Strong analytical and problem-solving capability using customer insights and data.

Responsibilities

• Define and execute the Origination product strategy and roadmap, translating customer needs and business priorities into clear outcomes.
• Lead transformation and optimisation initiatives across assessment, fulfilment, funding, decisioning and closure experiences.
• Identify opportunities to simplify processes, increase automation and improve straight-through processing.
• Prioritise initiatives using customer insights, operational data, commercial outcomes, risk considerations and delivery feasibility.
• Create alternative pathways and experiences that support customers who are unable to access their requested lending.
• Partner closely with technology, operations, digital, data, risk, compliance and distribution teams to deliver outcomes.
• Drive measurable improvements in customer conversion, operational efficiency and employee experience.
• Build a high-performing team culture focused on customer obsession, accountability, experimentation and continuous improvement

Skills

Product leadership

Lending experience

Stakeholder management

Data-driven decision making

Cross-functional collaboration

Risk & regulatory awareness

Customer-centric mindset

Job description

Lead the transformation of lending origination experiences that support millions of customers across assessment, fulfilment, funding and closure.

Drive strategic initiatives focused on simplification, automation and operational excellence while delivering better customer and commercial outcomes.

Join a business investing in market-leading digital experiences, innovation and customer-led product development.

Do work that matters

As Product Lead, Lending Experience (Origination), you will lead the vision, strategy and delivery of key initiatives that transform how customers access personal lending products. You will be responsible for identifying opportunities to simplify processes, improve customer outcomes and increase operational efficiency, while balancing risk, regulatory and commercial considerations. Using customer insight, data and experimentation, you will shape and deliver a roadmap that drives measurable outcomes across the lending origination journey. This is an opportunity to lead meaningful change at scale, influence strategic priorities and create better experiences for customers and frontline teams alike.

See yourself in our team

Retail Banking Services (RBS) supports more than 10 million personal and small business customers with market-leading products, services and digital experiences. Join a team where you'll have a positive impact on customers' lives, strengthen local communities and build a rewarding career.

The Consumer Lending Crew has end-to-end responsibility for Commonwealth Bank's Personal Lending products and experiences. We use customer, market and data insights to build solutions that meet customer needs now and into the future.

Within Consumer Lending, the Lending Experience squad is focused on creating simpler, faster and more transparent origination journeys while improving customer outcomes, operational efficiency and sustainable growth.

You will:

• Define and execute the Origination product strategy and roadmap, translating customer needs and business priorities into clear outcomes.
• Lead transformation and optimisation initiatives across assessment, fulfilment, funding, decisioning and closure experiences.
• Identify opportunities to simplify processes, increase automation and improve straight-through processing.
• Prioritise initiatives using customer insights, operational data, commercial outcomes, risk considerations and delivery feasibility.
• Create alternative pathways and experiences that support customers who are unable to access their requested lending.
• Partner closely with technology, operations, digital, data, risk, compliance and distribution teams to deliver outcomes.
• Drive measurable improvements in customer conversion, operational efficiency and employee experience.
• Build a high-performing team culture focused on customer obsession, accountability, experimentation and continuous improvement

We're interested in hearing from people who

Bring strong product leadership capability, a customer-first mindset and a passion for solving complex problems. You are motivated by creating better customer experiences at scale, influencing strategic decisions and delivering outcomes through collaboration across large organisations.

• Significant product leadership experience within lending, banking, financial services or other complex customer environments.
• Demonstrated experience developing product strategies, roadmaps and prioritisation frameworks.
• Deep understanding of customer journey design, service design and process optimisation principles.
• Experience leading transformation initiatives involving automation, operational improvement and customer experience enhancement.
• Strong commercial acumen and the ability to balance customer outcomes, business value, risk and regulatory obligations.
• Exceptional stakeholder management and influencing skills, including experience working with senior leaders and cross-functional teams.
• Strong analytical and problem-solving capability, using customer insights, data and operational performance to inform decisions.
• Experience leading and developing high-performing teams in fast-paced and evolving environments.

Risk Mindset

All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

As a senior leader, you will role model a strong risk culture, ensuring customer and business opportunities are pursued responsibly, with clear accountability, appropriate controls and thoughtful consideration of customer, regulatory and reputational outcomes.

Working with us

At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 696.

If you're already part of the Commonwealth Bank Group (including