Strategic Community & Counsellor Liaison Lead Collections & Customer Assistance
Summary
Leads stakeholder engagement between financial counsellors, NGOs, and internal teams to translate community insights into prioritized improvements for customer outcomes in banking.
12 Month secondment
Role Purpose
Own the two-way engagement loop between C&CA and external stakeholders—translating community and financial counsellor insights into prioritised change, and clearly communicating progress in improving customer outcomes.
Role Summary
A senior, cross-enterprise role acting as the structured conduit between external stakeholders (financial counsellors, First Nations communities, NGOs, advisory panels, industry bodies) and internal delivery teams. Converts external insight into prioritised change and ensures transparent narrative back to the sector.
Responsibilities
1. External Insight Leadership – Own structured engagement and thematic consolidation.
2. Internal Influence – Act as primary external voice in prioritisation forums alongside EMs, strategy and excellence teams.
3. Change Translation – Convert themes into backlog inputs across product, policy, process and systems.
4. External Narrative – Communicate decisions, progress and trade-offs clearly to stakeholders.
5. Backlog Visibility – Maintain line of sight of themes through prioritisation and delivery.
Outcomes & Measures
-Lead the Industry in Rank the Banks outcomes
- % of external themes translated into prioritised initiatives
- Time from insight to decision/action
- External stakeholder sentiment
- Visibility of backlog progression
- Contribution to improved customer outcomes
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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