Senior Service Workflow Designer

About the role

At CommBank, we're evolving from traditional learning delivery to an enterprise-wide skilling model. We're looking for a Senior Service Workflow Designer to join our Learning & Skilling Domain, reporting to the Senior Enablement & Platforms Lead.

This role sits within the Enablement, Platforms and Knowledge Management team and will play a key role in redesigning how learning services operate. Working across service design, operations and emerging technology, you'll create scalable workflows that improve efficiency, service quality and operational control.

About the team

The Learning Platforms and Knowledge Management team is responsible for the platforms, knowledge and services that support learning across the Group. We manage enterprise learning platforms, learning content governance, publication and lifecycle management, ensuring learning assets remain current, compliant and accessible. Partnering with Product Owners, learning squads and business stakeholders, we deliver critical learning services while driving continuous improvement, service simplification and the modernisation of the processes and technologies that support learning across the organisation.

Your impact

As a Senior Service Workflow Designer, you'll analyse how work moves across the domain, identify inefficiencies and redesign workflows that simplify delivery and improve outcomes.

You'll translate complex operational activities into scalable service models, workflow standards, governance practices and automation opportunities. You'll also identify where digital tools, AI and workflow technologies can reduce manual effort, improve visibility and strengthen service performance.

Success will be measured by:

• Reduced manual effort and rework
• Faster delivery and cycle times
• Stronger operational controls and governance
• Improved service visibility and reporting
• Enhanced stakeholder experience
• Greater scalability and efficiency

In this role, you will

• Redesign end-to-end learning service workflows.
• Identify bottlenecks, duplication and control gaps.
• Develop scalable workflow models and service practices.
• Partner with Product Owners, platform teams and stakeholders to embed improvements.
• Define requirements for workflow, knowledge and automation enhancements.
• Identify opportunities to leverage AI and automation.
• Establish practical governance and workflow standards.
• Drive continuous improvement across learning operations.

We're interested in hearing from people who have

• Experience improving complex operational workflows, services or business processes.
• Backgrounds in service design, workflow optimisation, operations design or operating model development.
• Strong problem-solving skills and the ability to translate ambiguity into practical solutions.
• Experience identifying automation opportunities and working with digital or AI-enabled technologies.
• Strong stakeholder engagement and influencing skills.
• A systems-thinking approach, with an understanding of how people, processes, technology, data and controls interact.

You'll thrive in this role if you

• See workflow design as a lever for improving service performance.
• Can simplify complex processes into practical, scalable ways of working.
• Bring strong operational judgement and service design thinking.
• Understand how AI, automation and technology can improve efficiency and quality.
• Focus on future-state ways of working, not just process mapping.
• Challenge complexity constructively and bring stakeholders on the journey.

Why join us?

This is an opportunity to shape how learning services operate across CommBank and help build the capabilities our people need for the future. If you're passionate about service design, workflow transformation and AI-enabled operations, we'd love to hear from you.