Chapter Lead Customer Service Direct, Strategy and Communications

Chapter Lead, Strategy, Communications and Events – Customer Service Direct 

• Permanent opportunity  

• You’re a strategic, people-focused leader who can turn direction into clear, high-impact delivery  

• You’ll lead the EGM Office for CSD across Strategy, Communications & Digital, and Events  

• We are changing what superior and seamless experiences look like for our customers and people 

 

See yourself in the team 

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes. 

Customer Service Direct (CSD) is comprised of our retail contact centres and the teams that support them. Our vision is to create a seamless and superior experience for our customers and people as we work to build tomorrow’s bank today.  

Do work that matters 

Reporting to the Executive Performance Lead, you will lead the EGM Office for Customer Service Direct, which includes the Strategy, Communications & Digital, and Events teams. The EGM Office helps the EGM and CSD Leadership Team deliver on CSD's strategic objectives. It also shapes and leads how CSD informs and engages its people through communications and events. 

You will set the direction for the team in line with CSD's strategic narrative. You will lead, support and develop a talented group of individuals and make sure they are set up to deliver high-impact work across strategy, communications and events. 

More specifically you will 

• Set the strategic direction and priorities for the EGM Office in line with CSD's vision, strategy and narrative  

• Lead, coach and develop a multidisciplinary team so they feel supported, focused and able to do their best work  

• Act as a trusted advisor to the EGM and Leadership Team, helping them make decisions, prioritise and deliver CSD's strategic objectives  

• Oversee the key work of the Strategy chapter, including the Annual Operating Plan (AOP), the Quarterly Planning cycle and tracking progress against key objectives  

• Shape and lead CSD's engagement plan, making sure communications and events strengthen the strategic narrative and connect our people to it  

• Oversee the design and delivery of high-impact leadership communications and events, including offsites, leadership forums and key engagement moments  

• Co-ordinate and ensure the delivery of critical Board, Executive and Leadership Team papers and packs to a high quality  

• Build and maintain strong relationships with stakeholders across CSD, Retail Banking Services and the wider Group 

 

We want to hear from you if you have 

• Proven experience leading and developing high-performing teams, ideally across multiple disciplines  

• Strong knowledge of Financial Services, with contact centre or large-scale operations experience highly advantageous  

• A track record of shaping and executing strategy, including business planning cycles such as AOP and quarterly planning  

• An understanding of the importance of strategic communications, events and engagement for senior leaders and their teams 

• A highly strategic and commercial approach, and the ability to see the wider implications of issues on the business and its people  

• The ability to influence and advise at the most senior levels, including EGM and Senior Leaders (GMs+)  

• Exceptional verbal and written communication skills with high-level attention to detail  

• Ability to build and maintain strong working relationships with stakeholders, particularly at a senior level  

• Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks 

Advertising End Date: 17/11/2026