Senior Product Manager – Disputes (Fixed Term)

• You are motivated by improving customer experience in high‑stress situations, such as unrecognised transactions or payments that go wrong

• We are responsible for the end‑to‑end Disputes journey, balancing customer fairness, risk and operational efficiency at scale

• Together we build faster, clearer Disputes experiences, using data and responsible AI to deliver better outcomes for customers

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.

Within RBS, the Everyday Banking Domain (EDB) brings together crews and squads (cross‑functional teams aligned to end‑to‑end customer journeys) that deliver everyday banking products and servicing experiences. The End‑to‑End Service Journeys crew is responsible for the Disputes, Deceased Estates and Authorities journeys.

The Disputes value stream partners with teams across the bank (including fraud, operations, frontline servicing, digital and data & analytics) to deliver fair, consistent outcomes for customers who have experienced unauthorised transactions (where managed through disputes processes) or authorised transactions with a negative outcome (e.g., goods/services not received or not as described).

In this role, you’ll work day‑to‑day with a cross‑functional squad of product, design and engineering specialists. While the role has no direct reports, you will be expected to lead through influence—setting direction, aligning stakeholders, and lifting the team’s product practice.

You’ll explicitly embed the Product Operating Model, continuous discovery and delivery, problem‑first prioritisation (problem vs. solution), and evidence‑led iteration—so we focus on the right problems and improve safely based on customer and operational outcomes.

Do work that matters

Disputes is where customer fairness, risk and operational efficiency intersect. Customers come to us during high‑stress events such as unauthorised transactions (including scenarios managed through disputes processes) or authorised payments with a negative outcome. How we respond directly shapes trust, confidence and advocacy.

As a Senior Product Manager, you will play a key role in shaping and scaling improvements across the Disputes journey, from complaint/lodgement through to investigation, decisioning, customer communication and resolution, ensuring outcomes are fast, clear and defensible.

During this 10‑month secondment, you will:

• Deliver agreed priority outcomes within the secondment term, including clear adoption and handover plans for ongoing iteration.
• Lead continuous discovery to identify and prioritise the highest‑value Disputes problems, using customer research, colleague insights, and data (including complaint and operational drivers).
• Translate problem statements into hypotheses, measurable outcomes and a prioritised roadmap aligned to strategy and quarterly planning cycles.
• Design and deliver end‑to‑end journey improvements, from discovery through to launch and continuous iteration, across mobile, web and assisted channels.
• Partner with engineering, design, analytics, operations, and risk to deliver safely within governance frameworks, uplift controls where necessary, and manage dependencies.
• Improve customer and operational outcomes such as time to resolution, first‑touch resolution, clarity of communications, and reduction in avoidable rework and complaints.
• Act as a subject matter expert for the Disputes customer experience, representing the voice of the customer and anticipating impacts from changes in the external and internal environment.
• Support business verification testing and readiness activities, and proactively manage risks, incidents and issues relating to Disputes initiatives.

What you’ll bring

• Advanced experience in product discovery, experimentation and Lean/Agile ways of working, with strong problem framing and outcome measurement.
• Advanced strategic mindset and ability to translate trends, data, insights and research into clear product direction and prioritisation.
• Advanced stakeholder management and influencing skills, with the ability to navigate governance and operate at pace across multiple priorities.
• Strong analytical mindset and comfort using data and customer insights to make decisions and communicate trade‑offs.
• Technical fluency and ability to work effectively with engineers across mobile, APIs and backend systems.
• Risk mindset and understanding of operational and compliance risk management frameworks.

Preferred:

• Experience in cards, payment, disputes, or transaction investigations (including fraud and scams).
• Tertiary qualification in a business or related field is preferred.

Your development

Our team is committed to supporting your development. You will have the opportunity to build a strong network, demonstrate your potential through high‑impact delivery, and grow your product craft in a complex, customer‑critical domain.

If this sounds like you, apply now and help deliver meaningful outcomes for our customers at CommBank.

Advertising End Date: 05/04/2026