Executive Manager ATM Customer & Business Experience
Core
Lead the customer experience, business performance, and operational effectiveness of CommBank's ATM network across CSN, ensuring reliability, accessibility, and alignment with customer needs.
Role type
Senior leadership executive manager for ATM customer and business experience
Builds
The end-to-end ATM customer proposition, including experience standards, accessibility, and journey effectiveness
Domain
Retail Banking / ATM Network Operations / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ATM network and channel strategy, customer experience and journey design, business performance management, operational excellence and governance, stakeholder engagement and influencing, decision-making in complex settings, regulatory and security standards knowledge, executive reporting
Preferred skills
Leading customer, operational, or channel performance in complex environments, balancing commercial outcomes with customer needs and risk
Technologies
None explicitly stated
Responsibilities
Define the ATM customer and business performance agenda for FY27 and beyond, Establish performance measures across availability, usage, service quality, complaints, cost and customer and staff experience, Own the ATM customer proposition, Partner with Technology, Operations and vendors to improve availability and service recovery, Drive initiatives to simplify customer interactions and reduce friction, Translate usage and operational insights into prioritised business actions, Balance customer and business outcomes with risk and compliance requirements, Provide clear executive reporting on performance and outcomes
Seniority
Senior, executive leadership