Not specified (potentially hybrid based on industry standards)
Customer experience in high-stress situations
End-to-end disputes journey
Data and responsible ai adoption
The Commonwealth Bank of Australia is seeking a Product Manager for its Disputes team, focusing on enhancing customer experiences during high-stress situations such as transaction disputes. The role involves collaborating with various teams to streamline processes, improve customer outcomes, and leverage data and AI for efficiency
Job Summary
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.
You’ll help deliver measurable outcomes, such as faster resolutions, higher first‑touch resolution and fewer complaints, by combining strong customer insight, product thinking and responsible AI adoption.
Matching Summary
Match Score: 85
The Commonwealth Bank of Australia is seeking a Product Manager for its Disputes team, focusing on enhancing customer experiences during high-stress situations such as transaction disputes. The role involves collaborating with various teams to streamline processes, improve customer outcomes, and leverage data and AI for efficiency.
Skills & Requirements
Must-have
Customer experience in high-stress situations
End-to-end Disputes journey
Data and responsible AI adoption
Product thinking and customer insight
Continuous discovery and problem-first prioritization
Outcome-led, evidence-based delivery
Nice-to-have
Improving customer fairness and risk
Building faster, clearer experiences
Delivering measurable outcomes
Cross-functional squad collaboration
Embedding Product Operating Model
Key Requirements
Experience as a Product Manager
Experience in financial services
Experience in payments or disputes
Experience in servicing journeys
Strong problem framing and discovery practice
Ability to balance customer outcomes with risk
Experience using data to articulate problems
Excellent stakeholder management and communication skills
Tertiary qualification in business or related discipline