Senior Manager, Digital and Direct Lending Strategy
- Shape the future of digital and direct home lending at scale
- Lead high‑impact strategy from idea to execution - driving simpler, smarter customer experiences
- Location: Open to Melbourne or Brisbane head office locations
- Full time permanent opportunity
Customer Service Direct has ambitious goals for Direct Lending and its role in achieving Retail Banking Services lending objectives. This role sits within the Digital and Direct Lending Strategy team, operating across customer experience, data, digital and delivery to shape how home lending is designed, delivered and scaled.
Reporting to the Head Of Digital & Direct Lending Strategy, the Senior Manager, Digital and Direct Lending Strategy will play a critical role in shaping and accelerating the performance, growth and transformation of our Digital and Direct Home Lending channels.
Working in close partnership with Home Buying, the CSD Agent Excellence Crew, and key enterprise stakeholders, the role will focus on translating strategy into execution at scale.
The successful candidate will provide leadership and coaching to 2x Business Analysts and support complex initiatives, influence stakeholders and embed models across the lending journey.
More specifically, you will:
- Lead the design and delivery of strategic initiatives across Digital and Direct Lending, from concept through to delivery
- Translate strategic priorities into delivery roadmaps and measurable outcomes
- Lead a team of 2x Business Analyst, providing effective coaching and mentoring to foster their ongoing professional development
- Influence senior leaders on priorities, trade-offs, strategic recommendations and execution decisions
- Support and guide technology investment and prioritisation, ensuring initiatives enable scale, efficiency and improved customer outcomes
- Collaborate across Business Units to align practices, remove friction and unlock sustainable growth opportunities
- Review performance data, customer insights and operational metrics to generate reports and identify improvement opportunities
About you
- Domain expertise in home lending (acquisition or service) and contact centres.
- Experience leading large‑scale strategy and transformation initiatives in digital, lending or regulated environments
- You thrive in busy, commercial, and highly regulated environments, and are confident navigating ambiguity and change.
- You are customer-focused, collaborative, and a confident problem solver.
- Demonstrated people leadership experience, with a genuine passion for coaching, values and performance uplift
- A strong communicator with the ability to turn strategy into clear delivery roadmaps with measurable outcomes
- Proven stakeholder management skills with the ability to collaborate and influence senior leaders on priorities, trade‑offs and execution across Product, Technology, Operations, Risk and Compliance
- Experience embedding new models and ways of working across end‑to‑end customer journeys
- Strong analytical and storytelling capability to drive insight‑led decision making with the ability to leverage data and performance metrics to improve customer and business outcomes
- Strong understanding of call centre metrics and environment and/or Home Lending InLife (desirable)
- A working knowledge of Agile ways of working methodology and project management experience (desirable)
Join a team shaping the future of direct home lending, delivering meaningful outcomes for customers and lending teams. Apply now.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 16/05/2026
