Crew Tech Lead - CSN Assisted Technology

Do work that matters 
Our Crew Tech Leads are technology leaders who love to build and lead high-performing teams. They work closely with business executives to drive enduring value for our customers. As curious, lifelong learners, they serve as connectors, facilitating open communication and establishing meaningful professional relationships to achieve great outcomes for our organization, customers, and community. 

See yourself in our team 
In Customer Service Channels Technology, we deliver market-leading experiences for our customers, powered by the next horizon of technology. We achieve this by collaborating with our business colleagues to solve problems with customer centricity and technical innovation. We cultivate a world-class team of empowered people and build technology solutions for the future. 

 
We support our people with the flexibility to balance where work is done, with at least half your time each month connecting in the office. We also offer various flexible working options, including changing start and finish times, part-time arrangements, and job sharing. 

Your impact and contribution  
As a Crew Tech Lead for Customer Service Channels Technology, you will be a technology thought leader driven by a desire to create exceptional customer service experiences across our customer touch points that improve customer outcomes, colleague experience and service effectiveness. 

Drawing from your strong technology experience, you will constantly push the boundaries to deliver outcomes that fundamentally shift the customer experience and unlock more value. Your passion for solving complex problems is key to developing high-quality solutions. 
 

You have a high tolerance for complexity and ambiguity, coupled with the resilience and tenacity to see things through. You have experience working in a fast-paced, agile environment and use leading practices with an appreciation for the value of continuous delivery and user testing. You thrive when given the autonomy to drive a talented team of full cycle engineers. You are also passionate about customer service technology, keeping up to date with evolving digital, assisted service, data, AI and platform innovations that improve how customers and colleagues interact across channels. 

 
Here, you will collaborate with the best engineers in the country, emphasizing open communication, quality work, and a culture of excellence. Your hard work will pay dividends, with flexibility, great rewards, and the ability to drive your own career growth, knowing you will have our support every step of the way. 

Your success will be measured by the crew’s ability to deliver reliable, scalable and secure technology outcomes that simplify service journeys, improve speed to value and enable future digital, assisted service, data and AI capabilities. 

 
Our and what you’ll lead 

Customer Service Channels Technology brings together the platforms and capabilities that help customers get support when and where they need it — across assisted service, customer intelligence and service experiences. As Crew Tech Lead you will set the technical direction and lead delivery across key capability areas. 

 
As the technology leader for a crew, you will: 

• Set and execute the crew’s technical roadmap to deliver measurable improvements in customer experience, platform resilience and engineering productivity

• Own the reliability and functionality of the crew’s core technology assets, acting as the point of escalation for incidents.

• Partner with product leaders to shape prioritised investment decisions that balance customer value, delivery feasibility, technology sustainability and risk reduction

• Manage risk and financials — reducing tech debt, cost to serve and cost to run — and deliver within agreed FY27 funding allocations

• Build capability across leads and engineers, creating autonomous squads that can deliver safely, consistently and at pace across Customer Service Channels and partner domains 

We’re interested in hearing from people who 
We are here to build world-class experiences for our customers that go beyond design to engage and service. As a team we’re constantly striving to be the best, pushing the boundaries to provide an unrivalled, personalised user experience across every channel. Our diverse teams are dedicated to learning, sharing knowledge and continuous improvement. Innovation, passion and creativity shape our culture. 

• Are inspirational technology leaders - you leverage a powerful combination of technical skill and people leadership and you’re passionate about supporting and advocating for your teams.

• Have a broad yet knowledgeable background in customer service technology, including assisted service platforms, digital self-service, customer protection, customer intelligence, platform migration, cloud modernisation, data and AI-enabled service experiences

• Demonstrated experience in working with leading technology suppliers and driving outcomes

• Can form trusted relationships with stakeholders focussed on mutual accountability for tech delivery and value generation from prioritised initiatives

• Are tech delivery experts able to successfully establish an engineering culture with DevSecOps delivery across our platforms and pipelines

• Have a successful track record of large-scale agile delivery, establishing roadmaps, managing dependencies and mitigation of delivery and delivered risk

• Have experience delivering within funding allocations, including managing downstream costs

• Can create sustainable tech ecosystems through driving exceptional design, refactoring and technical debt elimination - all whilst ensuring best practices and tooling to improve governance and controls

• Empower their teams to deliver autonomously by removing technology blockers, streamlining process and decoupling applications

• Have a demonstrable understanding of enterprise data standards, supplier management, application modernisation and reference architecture

• Are motivated by growing and developing people – you take ownership of the performance management and career progression of your teams

Working with us 
 Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you. 
  

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace with flexible work locations. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day. 
  

Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. We’re hiring engineers from across our technology hubs in Sydney and Melbourne. We really love working here, and we think you will too. 
  

If this sounds like you, apply today!