Max Baume

Experience

• 

  NumberWorks'nWords

  Aug 2013 - Sept 2014

  Maths/English Tutor
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  University of Sydney Union (USU)

  Oct 2013 - Oct 2014

  Charity Officer

  Managed the on-campus activity of the USU’s sponsored charity and oversaw the union's charity budget allocation for 2014

• 

  Elevate Education

  Sept 2014 - Dec 2017

  Senior Presenter
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  Domain Loan Finder

  Mar 2018 - Jun 2018

  Home Loan Specialist
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  Hays

  Jun 2018 - Jun 2019

  Financial Crime Analyst/Operations Analyst

  On contract seconded by our client to a Big 4 Bank, I worked as part of an Anti Money Laundering operation.After a few months on the job, I moved into our client's main office as admin support, and at the start of 2019 became responsible for their contingent workforce management.

• 

  Deloitte Australia

  Jun 2019 - Sept 2020

  Experienced Analyst

  Experienced Analyst in Customer Remediation for Deloitte Managed Solutions (DMS)- Designed an automated document digitisation and data extraction program for one of the big 4 banks (It's really cool)- Designed an automation service to to process millions of documents for Advice Review with no human intervention- Led sprints with our developers to uplift our Data Extraction and automated Redaction capabilities- Contributed to the firm's understanding of Machine Learning and developed technology solutions for large scale document collection, scanning and advice review operations- Gained unique experience integrating and enabling large moving parts within complex data ecosystems- Became the main client contact for DMS’ suppliers of industry talent Show less

• 

  Commonwealth Bank

  Sept 2020 - Dec 2023

  To drive Commonwealth Bank’s Complaints Transformation programme, I led a team building digital experiences to support customers when things go wrong. - Led product team, owning product roadmaps and working closely with engineering squads to innovate and implement new customer relations technology at CBA.- Delivered various features like digital complaint lodging, cloud migration, case management transformation, and AI-driven operational enhancements.- Implemented Agile practices to increase deployment cadence, reduce squad WIP, and minimize sprints spent on bug fixing and tech debt.Designed and executed a new complaints management strategy, resulting in reduced complaints, higher Net Promoter Scores, and faster complaint handling time. Show less - Leading a squad of product and development professionals, I designed and delivered technology enabling the Group to enhance complaint management quality, reduce complaints and improve resolution times ahead of a regulatory deadline.- Developed business requirements for regulatory program, delivering compliance with Australian Securities and Investments Commission regulation, reporting to senior stakeholders within the business and at the regulator- Defined product governance, working with business analysts, researchers, content designers and developers to build features and conduct testing- Collaborated with UX designers to rebuild complaints management application and systems for CBA Complaints teams Show less

  • Senior Manager - Digital Transformation

    Jul 2022 - Dec 2023

  • Product Manager

    Sept 2020 - Jun 2022
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  YouLend

  Sept 2024 - now

  Product Manager

  Responsible for our credit risk product roadmap