Matt Ferguson

I lead a team of highly skilled frontend and CRM platform engineers to deliver customer value across a broad set of key strategic areas – public website, marketing automation and outbound sales platform capability. I play a critical leadership role in influencing the work that the team delivers, ensuring that it not only adds value but keeps them engaged, excited about what they do and stretches their capability and skills. During my time in this role I have successfully implemented Salesforce Marketing Cloud from ideation, vendor engagement and selection, garnering internal support and approvals, and planning deployment stories and tasks for production rollout.

My primary function was to design products aimed at disrupting the high LVR segment of the home loan market and grow the Groups market share in this segment. I worked closely with a wide range of people across internal stakeholders, external LVR partners and government departments to share ideas and come up ways to unlock customer value and support the low deposit customers. During my time in this role I also completed the detailed scope of works for the Request for Proposal to tender CBA’s LMI business – worth close to $1 billion.

Commbank’s Appointment Booking supports over a million home loan and financial planning customers by connecting them to specialists at a preferred date/time and location in real time. I provide primary business engagement and support to 5000+ employees and their support teams who utilise the tool on a day to day basis. I drive governance, risk management and ongoing sustainable enhancements to capabilities and processes, as well as contributing to the long term strategic direction of the asset. This includes prioritisation of all initiatives and working in strong partnership with our Enterprise delivery teams to ensure optimal outcomes for our employees and customers. Key Achievements:  I introduced new Small Business Banking appointment booking system for business customers with both simple and complex organisational structures.  I transformed the Squad culture during the COVID-19 WFH arrangements, ensuring both team members locally and internationally felt empowered and safe to deliver great results.  I significantly improved the relationship between the platform owners and the business stakeholders, by leveraging my prior relationships - creating better communication and trust between the parties.  I prioritised test automation coverage across the asset to buy down risk and ongoing effort. Focus in this area resulted in an uplift from 25% to 75%.  I led business continuity discussions and designed business process solutions in the face of COVID-19 challenges

I was responsible for representing the impacts and needs of the 500+ Mobile Lender and Premier Relationship Management business nationally. My role was split across continuous improvement process improvements as well as the day to day operation of the Mobile and Premier Banking business segment. My prior customer facing sale and service roles differentiated me from my peers and landed me the opportunity to work within and lead a number of projects within the Group. This unique perspective ensured both customers and our people had a voice during discovery, solution design and decision making. This was heavily relied upon during the mapping of the customer journeys, CVP and EVPs Key achievements:  I led an optimisation strategy across the Mobile Associate job family that involved design, creation and execution of a new Senior job role with new responsibilities and key role activities. This is expected to result in a benefit of $8.8mil over 3 years and provide greater level of engagement across the business with new career opportunities within the segment.  I was a subject matter expert for the Group’s Lender Promotion Framework. Key activities included validating data, data modelling and proactively trouble shooting before minor issues become roadblocks.  I was a business adviser to Mass Affluent Program to help shape and design the pilot and associated workflow with other business partners.

As a Relationship manager, I provided clients with tailored financial solutions and access to a wide range of wealth creation products & services. The benefit of being relationship managed is that my clients received general advice and assistance with: • Everyday banking • Reliable industry knowledge • Complex Home and Investment Loan applications • General Insurance • Share trading strategies and Margin Lending • Facilitating business loans