Max Baume Email & Phone Number

Rickmansworth, Gb

London Area, United Kingdom

Responsible for our credit risk product roadmap

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.

Sydney, New South Wales, Australia

- 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

Sydney, Australia

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

Sydney, Australia

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.

Sydney, Australia

Sydney, Australia

Sydney, Australia

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

Mosman, New South Wales, Australia

Bachelor Of Economics - Bec, Economics/Financial Economics

Activities and Societies: Sydney University Dramatic Society

Education record

Bachelor Of Business (Honours), Economics