• Lead customer protection, scam defence and financial abuse response across CSN channels, shaping safer outcomes for customers when it matters most.
• Join a role with visible enterprise impact, trusted stakeholder exposure and the opportunity to strengthen customer confidence at scale.
• Help shape the future of frontline protection in a business investing in modern channels, AI, service domains and smarter fraud and scam defences.

Do Work That Matters
This is a senior leadership role accountable for protecting customers from harm, fraud, scams and financial abuse across CSN channels. You will lead prevention, detection, response and continuous improvement initiatives, while providing business ownership and support across key customer protection applications including SDT, NameCheck, CoP and related controls.

At CommBank, growth drives innovation. When you bring your ambition to us, we'll help you grow, belong and shape what's next. In this role, you'll influence strategy, strengthen customer trust and help improve how frontline teams respond in moments that matter.

See yourself in our team
Be part of the team at the heart of how CommBank serves Australia. Retail Banking Services supports more than 10 million personal and small business customers with market-leading products, services and digital experiences. Join a team where you'll have a positive impact on customers' lives, strengthen local communities, and build a rewarding career.

• Define and drive the CSN customer protection and scam defence agenda.
• Strengthen prevention, detection and response routines across channels and frontline operations.
• Partner across Risk, Compliance, Operations, Technology, Legal and frontline teams to deliver safe, secure and customer-focused outcomes.
• Oversee governance, controls, incidents, escalations and remediation to improve customer outcomes and control effectiveness.
• Provide business leadership for key applications including SDT, NameCheck, CoP and adjacent scam and fraud controls.
• Use trends, incidents and complaints data to identify emerging risks and drive continuous improvement.

We're interested in hearing from people who:
You're a strategic and customer-led executive with deep experience in fraud, scams, customer protection or related risk domains. You bring sound judgement, strong stakeholder influence and the ability to turn complex risk, operational and regulatory challenges into practical action for frontline teams and customers.

• Have significant experience leading customer protection, scam defence, fraud risk or financial abuse response in a complex environment.
• Bring strong capability in governance, controls, regulatory obligations and risk management.
• Can lead incident response, escalations and remediation with clarity and pace.
• Use data, insights and trend analysis to improve controls and customer outcomes.
• Influence senior stakeholders across business, risk, operations, technology and legal functions.
• Can build awareness, uplift capability and create a culture of vigilance, accountability and care.

Working with us: At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 696

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 24/07/2026