Product Lead, Retention & Loyalty

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

• Lead the strategy and roadmap for loyalty and retention across Consumer Lending.
• Build and empower a high-performing team to deliver meaningful customer and commercial outcomes.
• Use data, customer insight and experimentation to strengthen long-term customer relationships.

Do work that matters

Be part of the team at the heart of how CommBank serves Australia. Retail Banking Services supports more than 10 million personal and small business customers through market-leading products, services and digital experiences.

As Product Lead, Retention & Loyalty, you'll lead a newly formed Consumer Lending squad that recognises customer loyalty, anticipates evolving needs and strengthens relationships beyond funding. You'll set the direction for the squad, building a culture of accountability, growth and customer focus while empowering your team to deliver exceptional outcomes.

You'll bring expertise in loyalty, rewards or retention to help evolve and maximise the impact of CommBank Yello. Looking beyond transactional benefits, you'll create differentiated experiences that encourage customers to stay with CommBank and support their next lifestyle milestone or lending need. Your leadership will help bring our Consumer Lending ambition to life by making lending feel like progress, not a process.

See yourself in our team

You'll help embed CBA's Product Model, keeping the team close to customer needs, focused on evidence and committed to continuous improvement.

Working across product, technology, design, data, marketing, risk and operations, you'll align stakeholders around a clear purpose and foster accountability, experimentation and learning.

You will:

• 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.

You're an experienced product and people leader who connects strategy with execution and enables others to perform at their best. You lead with curiosity and humility, create clarity in ambiguity and balance customer value, commercial performance, risk and operational resilience.

You will bring:

• 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.

If you're excited to shape loyalty experiences customers genuinely value while building a high-performing team, we'd love to hear from you.

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 ***.

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