Senior Manager Human Factors

Do work that matters

At CommBank, we’re building a better bank for our customers and communities. As Senior Manager Human Factors, you’ll play a pivotal role in shaping safer, simpler and more customer centred experiences across our Assisted Channels.

You’ll lead how we understand and improve human performance, behavioural risk and frontline decision making across branch, contact centre and lending environments. This is a highly visible role where your work will directly influence customer outcomes, operational resilience and how risk is managed in day to day operations.

See yourself in the team

You’ll sit within Line 1 Risk, supporting Assisted Channels across Customer Service Network, Customer Service Direct and Customer Service Lending.

Working closely with senior stakeholders across Operations, Risk, Customer Experience, Technology and Transformation, you’ll embed Human Factors thinking into how we design processes, manage risk and support frontline teams.

You’ll operate in a highly collaborative environment, applying systems thinking to improve how people, processes and technology interact across complex, high-volume operations.

Your day could look like (but not limited to):

• Leading the design and delivery of Human Factors and behavioural risk strategy across Assisted Channels

• Conducting diagnostic deep dives into processes, systems and incidents to identify systemic risk themes and improvement opportunities

• Driving uplift initiatives to simplify frontline experiences, strengthen controls and improve decision-making

• Leading Human Factors assessments across operational processes, change initiatives and incidents using structured methodologies (e.g. Human Reliability Analysis, task analysis)

• Partnering with transformation, product and operational teams to embed Human Factors into change and design decisions

• Providing expert advice and constructive challenge to senior leaders on behavioural risk, operational design and customer outcomes

• Strengthening risk culture by uplifting how teams identify, escalate and manage risk in day-to-day operations

• Building capability through coaching, learning programs and Risk Champion networks across frontline teams
  

What successful candidates will look like

You’re a commercially minded and pragmatic leader with deep expertise in Human Factors, behavioural risk or related disciplines. You’re naturally curious with a strong systems thinking mindset and a passion for improving both customer and colleague experiences.

You thrive in complex environments, are comfortable influencing senior stakeholders, and can translate deep analysis into practical, scalable outcomes.

Experience required

• Significant experience in Human Factors, Ergonomics, Behavioural Science, Organisational Psychology, Operational Risk or related fields

• Proven experience applying Human Factors principles in complex, customer-facing or high-reliability environments

• Track record of improving operational performance, risk culture and customer outcomes

• Strong understanding of human performance, cognitive workload and behavioural risk drivers

• Experience working within operational risk and control environments

• Demonstrated ability to analyse complex environments and translate insights into actionable improvements

• Strong stakeholder engagement and influencing capability across senior leadership and frontline teams
  

If you live our values, you’ll thrive here

We’re guided by our purpose to improve the financial wellbeing of our customers and communities, and supported by a strong risk culture that helps us do the right thing, every day.

Advertising End Date: 10/07/2026