Merchant Information & Dispute Reduction
The Challenge
Unrecognised transactions costing customers and the bank.
- 1Customers frequently couldn't identify transactions on their statements, leading to unnecessary dispute calls
- 2High volume of chargebacks and disputes impacting operational costs
- 3Poor customer experience driving NPS detractors
- 4Limited merchant data visibility within the CommBank App
The Approach
Built enriched merchant data product within the CommBank App.
Discovery & Strategy
Conducted deep-dive analysis of dispute patterns and customer pain points. Identified opportunity for enriched merchant data integration.
Vendor Selection
Led competitive tender process across multiple merchant data providers. Negotiated commercial terms aligned with value delivery.
Partnership & Integration
Established strategic partnership and led cross-functional team to integrate merchant data into CommBank App transaction views.
Launch & Iteration
Phased rollout with continuous measurement and refinement based on customer feedback and dispute reduction metrics.
The Impact
Customer Excellence Award; measurable reduction in disputes.
Key Takeaways
"End-to-end ownership from business case to delivery is critical for complex product initiatives"
"Commercial negotiation skills are essential for product leaders partnering with external vendors"
"Customer experience improvements directly impact operational efficiency"