Strategic Community & Counsellor Liaison Lead Collections & Customer Assistance

Own the two-way engagement loop between C&CA; and external stakeholders—translating community and financial counsellor insights into prioritised change, and clearly communicating progress in improving customer outcomes.

12 Month secondment

Role Purpose

Own the two-way engagement loop between C&CA; and external stakeholders—translating community and financial counsellor insights into prioritised change, and clearly communicating progress in improving customer outcomes.

Role Summary

A senior, cross-enterprise role acting as the structured conduit between external stakeholders (financial counsellors, First Nations communities, NGOs, advisory panels, industry bodies) and internal delivery teams. Converts external insight into prioritised change and ensures transparent narrative back to the sector.

Responsibilities




External Insight Leadership – Own structured engagement and thematic consolidation.
Internal Influence – Act as primary external voice in prioritisation forums alongside EMs, strategy and excellence teams.
Change Translation – Convert themes into backlog inputs across product, policy, process and systems.
External Narrative – Communicate decisions, progress and trade-offs clearly to stakeholders.
Backlog Visibility – Maintain line of sight of themes through prioritisation and delivery.

Outcomes & Measures
Lead the Industry in Rank the Banks outcomes
% of external themes translated into prioritised initiatives
Time from insight to decision/action
External stakeholder sentiment
Visibility of backlog progression
Contribution to improved customer outcomes
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📌 Strategic Community & Counsellor Liaison Lead Collections & Customer Assistance Melbourne
🏢 Commbank
📍 Melbourne