Product Lead, Loyalty & Retention Strategy

CommBank; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

CommBank is seeking a Product Lead, Retention & Loyalty for its Consumer Lending squad in Sydney. You will define the vision and roadmap to strengthen customer loyalty, build an empowered team and deliver differentiated value through Yello experiences.

You will translate customer insights into personalised, lifecycle-driven propositions while balancing risk, commercial goals and operational resilience across cross-functional partners.

Qualifications

• Experience leading loyalty, rewards or retention propositions, with a strong understanding of customer motivation, personalisation and lifecycle engagement.
• Strong people leadership experience, including building, coaching and empowering high-performing teams.
• Product leadership capability across strategy, discovery, roadmaps, prioritisation and delivery.
• Experience embedding customer-led, evidence-based practices in cross-functional teams.
• Experience partnering with engineering and user experience specialists.
• Ability to translate customer insight and behavioural data into product decisions and measurable outcomes.
• Strong stakeholder leadership and influencing skills, including alignment on priorities and trade-offs.
• Sound judgement across customer, commercial, risk and operational considerations.

Responsibilities

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

Skills

Loyalty/retention leadership

People leadership

Product leadership

Customer insight

Data-driven decision making

Stakeholder management

Cross-functional collaboration

Experimentation mindset

Job description

CommBank is seeking a Product Lead, Retention & Loyalty for its Consumer Lending squad in Sydney. You will define the vision and roadmap to strengthen customer loyalty, build an empowered team and deliver differentiated value through Yello experiences.

You will translate customer insights into personalised, lifecycle-driven propositions while balancing risk, commercial goals and operational resilience across cross-functional partners.