Product Design Manager

📍 Job Overview

Job Title: Product Design Manager Company: Commonwealth Bank Location: Sydney, NSW, Australia Job Type: FULL_TIME Category: Product & Service Design Management Date Posted: 2026-02-06 Experience Level: 5-10 Years Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end product and service design process, from problem framing and requirement gathering to prototyping and testing.
• Champion a customer-centric and empathetic approach to product development, ensuring solutions meet customer, colleague, and business needs.
• Drive innovation within financial services by designing AI-powered CRM Workbench solutions that transform relationship management.
• Facilitate collaborative co-creation sessions and workshops with diverse stakeholders to gather feedback and define target state experiences.
• Align solution design with strategic business goals and service domain frameworks, while actively identifying and mitigating risks.

📝 Enhancement Note: This role is positioned within a specific "Crew" structure ("Customer Relationship Workbench Crew") focused on delivering an AI-powered CRM Workbench. The Product Design Manager will be instrumental in shaping this market-leading platform, emphasizing a hybrid-agentic model to enhance banker efficiency and customer interactions. The emphasis on "transforming relationship management" and "empowering our people" indicates a strategic role focused on operational efficiency and customer advocacy within the financial services sector.

📈 Primary Responsibilities

• Lead key aspects of the end-to-end product design process, including problem framing, prototyping, testing, and requirement gathering.
• Apply deep empathy for customers and colleagues to develop solutions that address critical needs and business ambitions.
• Facilitate co-creation sessions and design workshops with stakeholders, including business leaders, frontline colleagues, and customers, to gather comprehensive feedback.
• Collaborate closely with cross-functional teams such as product owners, managers, UX/UI designers, and analysts to define and prioritize key insights and target state journeys.
• Design service blueprints and translate them into clear, actionable product requirements for development teams.
• Identify and consider key feasibility considerations, including technology constraints, risk implications, and overall business impact.
• Support agile delivery teams to ensure effective implementation, continuous improvement, and adherence to design specifications.
• Proactively identify and mitigate risks throughout the entire solution lifecycle, ensuring robust and secure product development.
• Ensure solution design is strategically aligned with overarching business goals and established service domain frameworks.
• Foster a culture of learning, experimentation, and continuous improvement within the product design and development teams.

📝 Enhancement Note: The responsibilities highlight a strong focus on user research, cross-functional collaboration, and translating user insights into actionable product requirements. The emphasis on "service blueprints" and "target state journeys" suggests a deep dive into process and workflow design. The mention of "AI-powered CRM Workbench" and "hybrid-agentic model" indicates a need for understanding complex technological solutions and their impact on user behavior and operational efficiency.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational foundation in Design, Human-Computer Interaction, Business, or a related field is often beneficial. Experience: 5-10 years of progressive experience in product design, service design, or a closely related field, with a proven track record in delivering digital solutions.

Required Skills:

• Strong background in product and/or service design, with hands-on experience in delivering digital solutions.
• Relentless curiosity and a passion for solving meaningful problems through design.
• Proven ability to navigate complex environments, working across functions and hierarchies to align stakeholders and drive outcomes.
• Expertise in journey mapping, process mapping, service blueprinting, user interviewing, and utilizing a comprehensive design toolkit.
• Critical thinking skills to derive and present clear, actionable insights that drive desired business outcomes.
• Passion for optimizing customer experience and driving innovation within the financial services industry.
• Agile mindset with practical experience in executing against strategic plans.
• A proactive risk mindset, with the ability to identify, understand, discuss, and act on current and future risks.
• Deep empathy for users, understanding their needs and motivations to inform design decisions.

Preferred Skills:

• Experience shaping solutions that span CRM systems, data platforms, and customer-facing technologies.
• Familiarity with AI-powered systems and their application in customer relationship management.
• Experience in facilitating large-scale co-creation and design thinking workshops.
• Understanding of financial services regulations and compliance requirements.

📝 Enhancement Note: The requirements emphasize a blend of strategic thinking, hands-on design skills, and the ability to navigate complex organizational structures. The "risk mindset" is a critical requirement for roles within financial institutions, indicating a need for candidates to demonstrate awareness of potential risks and compliance considerations in their design decisions. The preference for CRM and data platform experience directly aligns with the product vision.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end product or service design projects, showcasing problem framing, user research, ideation, prototyping, testing, and implementation support.
• Case studies detailing the application of service blueprints, journey maps, and process maps to understand and improve complex user experiences.
• Examples of how user feedback and performance data were leveraged to refine designs and drive iteration.
• Evidence of collaborating with cross-functional teams (e.g., product owners, developers, analysts) to translate design concepts into actionable requirements.
• Projects that illustrate the ability to consider technical feasibility, risk, and business impact in design solutions.

Process Documentation:

• Showcase examples of structured design processes, including user research methodologies, workshop facilitation techniques, and iterative design cycles.
• Present documentation of how design decisions were made, influenced by data, user feedback, and strategic objectives.
• Include examples of how designs were translated into clear specifications for development teams, ensuring successful implementation and continuous improvement.

📝 Enhancement Note: A strong portfolio is crucial for this role. Candidates should be prepared to walk through their design process, highlighting their ability to gather insights, collaborate, and translate complex needs into tangible solutions. The emphasis on "service blueprints," "journey mapping," and "agile delivery" suggests a need for portfolio pieces that demonstrate proficiency in these specific operational and design methodologies.

💵 Compensation & Benefits

Salary Range: For a Product Design Manager role with 5-10 years of experience in Sydney, Australia, the estimated annual salary range is AUD $140,000 - $190,000. This estimate is based on industry benchmarks for similar roles in major Australian cities, considering the seniority, required skills, and the financial services sector.

Benefits:

• Hybrid and Flexible Working Arrangements: Encouraging a balance between office-based collaboration and remote work flexibility.
• Comprehensive Health and Wellbeing Programs: Access to employee assistance programs, health insurance options, and wellness initiatives.
• Career Development and Training: Opportunities for professional growth, skill enhancement, and leadership development.
• Generous Leave Policies: Including annual leave, personal/carer's leave, and potential for purchased leave options.
• Superannuation Contributions: Employer contributions to retirement savings as per Australian legislation.
• Employee Banking Benefits: Potential for preferential rates and products on banking and financial services.
• Opportunities for Innovation: Involvement in cutting-edge projects like AI-powered CRM development.

Working Hours: This role is typically based on a standard 40-hour work week, with the expectation of flexibility to meet project deadlines and team needs. The hybrid model allows for a blend of structured office time and remote work.

📝 Enhancement Note: The salary range is an estimation based on market data for similar roles in Sydney. Commonwealth Bank, as a major financial institution, typically offers a robust benefits package aligning with industry standards and employee well-being. The hybrid working model is a key benefit for this role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking) Company Size: Large (Commonwealth Bank is one of Australia's largest financial institutions, employing tens of thousands of people globally). Founded: 1911 (Commonwealth Bank has a long-standing history and significant presence in the Australian financial landscape).

Team Structure:

• The role is part of the "Customer Relationship Workbench Crew," a dedicated team focused on enhancing the bank's CRM capabilities.
• This Crew likely operates within a broader digital, technology, or customer experience division.
• Reporting structure would typically involve a Head of Product Design, Head of Product, or similar leadership role, with direct collaboration across Product Owners, UX/UI Designers, Business Analysts, and Technology Leads.

Methodology:

• Data-Driven Design: Utilizing qualitative and quantitative feedback, performance metrics, and AI-driven insights to inform design decisions.
• Agile & Iterative Development: Working in sprints and continuous cycles to deliver and refine solutions, promoting experimentation and learning.
• Customer-Centricity: A core principle, ensuring all design efforts are focused on improving customer and colleague experiences.
• Cross-Functional Collaboration: Emphasizing teamwork and shared ownership across different disciplines to achieve common goals.

Company Website: https://www.commbank.com.au/

📝 Enhancement Note: Commonwealth Bank is a well-established, large-scale organization. The "Crew" model suggests an agile, product-focused team structure. The company's long history implies a blend of established processes with a drive for modernizing digital experiences, particularly in the competitive financial services sector.

📈 Career & Growth Analysis

Operations Career Level: This role sits at a mid-to-senior management level, requiring significant experience in product and service design leadership. It bridges individual contribution with team facilitation and strategic influence. Reporting Structure: The Product Design Manager will likely report to a senior leader within the Product, Digital, or Technology domain, such as a Head of Product Design, Head of CX, or Director of Product Management. They will collaborate daily with Product Owners, UX/UI Designers, and engineering teams. Operations Impact: The Product Design Manager's work directly impacts operational efficiency by transforming the core CRM tools used by frontline staff. By improving these tools, they enhance banker productivity, customer engagement, and ultimately, customer satisfaction and loyalty, driving business growth and profitability for the bank.

Growth Opportunities:

• Leadership Advancement: Potential to move into more senior design leadership roles, managing larger teams or broader product portfolios within Commonwealth Bank.
• Specialization: Deepen expertise in AI, CRM systems, financial services innovation, or specific design methodologies.
• Cross-Functional Mobility: Opportunities to move into related roles such as Product Management, Program Management, or Strategic CX roles.
• Industry Influence: Contributing to the evolution of design practices in the Australian financial sector.

📝 Enhancement Note: This role offers a clear pathway for career progression within a large financial institution. The focus on AI and CRM transformations provides opportunities to develop highly sought-after skills. The "Crew" model likely fosters a collaborative environment conducive to learning and skill development.

🌐 Work Environment

Office Type: Hybrid working environment, with a blend of in-office collaboration and remote flexibility. The specific office location mentioned is Sydney, NSW - CBP South, 11 Harbour Street. Office Location(s): Sydney, NSW, Australia. The address "11 Harbour Street" suggests a central business district location, likely with modern office facilities.

Workspace Context:

• Collaborative Spaces: The office environment is expected to facilitate co-creation sessions, design workshops, and team stand-ups, supporting the hybrid work model.
• Technology Access: Employees will have access to the necessary tools and technology to perform their roles effectively, including design software, collaboration platforms, and secure network access.
• Team Interaction: Opportunities for regular interaction with the Product Design Manager's immediate team, cross-functional colleagues, and potentially business stakeholders through planned meetings and informal interactions.

Work Schedule: Standard 40-hour work week, with inherent flexibility expected to manage project timelines and collaborate effectively across different time zones or work arrangements. The hybrid model allows for personalization of the work schedule within operational needs.

📝 Enhancement Note: The hybrid nature of the role is a key aspect of the work environment, reflecting modern workplace trends. The location in Sydney's CBD implies a professional and accessible work setting. The emphasis on collaboration within this hybrid structure is crucial for success.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and resume to assess alignment with core requirements and experience.
• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your background, experience, leadership style, and understanding of product/service design principles in a financial services context. This will likely include behavioral questions.
• Portfolio Presentation & Case Study: A critical stage where you will present a selection of your work, focusing on relevant case studies that demonstrate your ability to lead design processes, collaborate effectively, and drive outcomes. You may be asked to walk through a specific project, detailing your approach, challenges, and results.
• Cross-Functional Team Interviews: Interviews with key collaborators, such as Product Owners, UX/UI Designers, or Business Analysts, to assess your teamwork, communication, and ability to integrate into the existing "Crew."
• Final Interview/Panel: Potentially a final interview with a senior leader to discuss strategic alignment, cultural fit, and overall suitability for the role.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your strongest projects that best showcase your experience in leading end-to-end design processes, complex problem-solving, stakeholder management, and driving tangible outcomes. Prioritize projects related to CRM, data platforms, or financial services if possible.
• Tell a Story: For each project, clearly articulate the problem statement, your role and approach, the methodologies used (e.g., service blueprints, journey mapping), the challenges faced, your solutions, and the measurable impact or outcomes achieved.
• Highlight Collaboration: Emphasize how you collaborated with cross-functional teams, managed stakeholder expectations, and facilitated co-creation.
• Demonstrate Process: Show your understanding of agile methodologies and how you iterated on designs based on feedback and data.
• Quantify Impact: Whenever possible, use metrics and data to demonstrate the success of your designs.

Challenge Preparation:

• Be prepared for potential scenario-based questions related to designing for complex financial products, managing conflicting stakeholder needs, or improving existing user journeys.
• Practice articulating your design process and decision-making rationale clearly and concisely.
• Research Commonwealth Bank's current digital offerings and its stated goals around customer experience and digital transformation.

📝 Enhancement Note: The interview process for a management role in a large bank will be thorough. A strong portfolio showcasing leadership in design, collaborative problem-solving, and tangible results is essential. Candidates should be ready to discuss their strategic thinking and how they align with the bank's mission.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.
• Collaboration & Workflow: Jira, Confluence, Miro, Mural, Microsoft Teams.
• Research & Testing: UserTesting.com, Hotjar, Google Analytics, SurveyMonkey, Qualtrics.

Analytics & Reporting:

• Tableau, Power BI, Google Analytics, Amplitude, Mixpanel.

CRM & Automation:

• Salesforce (or similar enterprise-grade CRM), Microsoft Dynamics, potentially internal CRM systems. Understanding of how design integrates with CRM workflows is key.

📝 Enhancement Note: Proficiency in industry-standard design tools like Figma is essential. Experience with collaboration platforms and agile project management tools is also critical for working within a "Crew" structure. Familiarity with CRM systems and data analytics tools will be highly advantageous given the role's focus.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value at Commonwealth Bank, ensuring all decisions and designs prioritize the customer's needs and experience.
• Integrity: Upholding the highest ethical standards and acting with honesty and transparency, especially critical in financial services.
• Collaboration: Working together across teams and departments to achieve shared goals, fostering a supportive and inclusive environment.
• Excellence: Striving for high performance, continuous improvement, and delivering outstanding results in all aspects of work.
• Innovation: Embracing new ideas, technologies, and approaches to drive progress and create value for customers and the bank.

Collaboration Style:

• Cross-Functional Integration: The "Crew" model inherently promotes tight collaboration between design, product, engineering, and business stakeholders.
• Co-Creation and Feedback: An open approach to sharing work-in-progress and actively seeking input from diverse perspectives.
• Data-Informed Discussions: Utilizing data and insights to guide conversations and decision-making, ensuring a rational and objective approach.
• Mentorship and Knowledge Sharing: Encouraging senior team members to mentor junior colleagues and fostering an environment where best practices and learnings are shared.

📝 Enhancement Note: Commonwealth Bank's values are deeply ingrained in its operations. Candidates should demonstrate how their personal values and collaboration style align with these principles, particularly customer centricity, integrity, and teamwork. The "Crew" structure implies a highly integrated and collaborative working style.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: The financial services industry is highly regulated and complex. Designing solutions that meet stringent compliance requirements while remaining user-friendly can be challenging.
• Balancing Stakeholder Needs: Effectively managing and aligning the diverse needs and priorities of multiple stakeholders (e.g., business leaders, frontline staff, customers, compliance, technology).
• Driving Adoption of New Technologies: Introducing and ensuring the successful adoption of new technologies like AI within a large, established organization.
• Continuous Evolution: Keeping pace with rapidly evolving design methodologies, emerging technologies, and changing customer expectations within the dynamic fintech landscape.

Learning & Development Opportunities:

• Advanced Design Methodologies: Opportunities to deepen expertise in areas like AI-driven design, ethical AI, advanced service design, and behavioral economics.
• Financial Services Acumen: Gaining in-depth knowledge of banking operations, regulations, and customer needs.
• Leadership Development Programs: Access to formal training and mentorship to enhance leadership and strategic thinking skills.
• Industry Engagement: Potential to attend industry conferences, participate in innovation labs, and contribute to the broader design community.

📝 Enhancement Note: This role presents opportunities to tackle significant challenges in a large, impactful organization. The emphasis on AI and CRM transformation offers a chance to develop cutting-edge skills and contribute to strategic initiatives. Growth opportunities are plentiful within a large corporation like Commonwealth Bank.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the design of a complex digital solution that required significant stakeholder alignment. How did you manage their needs and ensure a successful outcome?" (Focus on collaboration, problem-solving, and stakeholder management.)
• "How would you approach designing a new feature for an AI-powered CRM system to improve banker efficiency? Walk me through your process." (Focus on design process, user empathy, and understanding of CRM/AI principles.)
• "Imagine you've identified a significant risk in a product design. How would you communicate this to the team and senior leadership, and what steps would you take to mitigate it?" (Focus on risk management, communication, and proactive problem-solving.)

Company & Culture Questions:

• "What do you understand about Commonwealth Bank's mission regarding customer experience and digital transformation?" (Research the company's values, recent reports, and strategic initiatives.)
• "How do you foster a culture of continuous improvement and experimentation within a design team?" (Discuss your leadership style, feedback mechanisms, and approach to learning.)
• "Describe your experience working in an agile environment. How do you ensure design quality and alignment within rapid development cycles?" (Highlight your understanding of agile ceremonies and collaboration.)

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly define the problem, your role, the process, the solution, and the measurable impact. Use visuals effectively.
• Emphasize Collaboration: Explain how you partnered with product owners, engineers, and business stakeholders.
• Showcase Process Rigor: Detail your use of service blueprints, journey mapping, and user research to inform your decisions.
• Quantify Results: Whenever possible, present data-driven outcomes (e.g., "increased user adoption by X%", "reduced task completion time by Y%").
• Address the "Why": Be ready to explain the rationale behind your design choices and how they aligned with business objectives and user needs.

📝 Enhancement Note: Candidates should prepare to discuss their leadership capabilities, strategic thinking, and ability to manage complex projects within a regulated environment. The portfolio presentation is a key opportunity to demonstrate practical application of design principles and their impact on business outcomes.

📌 Application Steps

To apply for this Product Design Manager position:

• Submit your application through the provided link on the Commonwealth Bank careers portal.
• Portfolio Customization: Tailor your resume and LinkedIn profile to highlight your experience in product and service design leadership, particularly in areas relevant to CRM, AI, and financial services. Prepare your portfolio to showcase 3-4 key projects that demonstrate your end-to-end design process, collaboration skills, and impact.
• Resume Optimization: Ensure your resume clearly outlines your years of experience, key responsibilities, and achievements using keywords from the job description (e.g., "Product Design Manager," "Service Design," "CRM," "AI," "Agile," "Stakeholder Management," "Journey Mapping," "Service Blueprints").
• Interview Preparation: Research Commonwealth Bank's values, recent digital initiatives, and its approach to customer experience. Practice articulating your design process, leadership style, and how you handle challenges, using the STAR method for behavioral questions. Prepare to walk through your portfolio with confidence.
• Company Research: Understand the "Customer Relationship Workbench Crew" mission and how this role contributes to the bank's broader strategic goals. Familiarize yourself with the hybrid working model and its implications for collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.