Product Owner, Contact Centre Transformation – Business Banking
You're passionate about redefining customer, banker, and agent experiences through Customer Experience (CX), Employee Experience (EX), AI‐powered orchestration, and next‐generation service design. You thrive in complex transformation environments, bringing together business, technology, operations, and frontline teams to build exceptional human and digital experiences at scale for customers and team members.
As a Contact Centre Transformation Product Owner within Business Banking, you'll help design a new future for intelligent servicing, supporting millions of small businesses as we transition from a traditional contact centre platform into a modern, AI‐enabled engagement ecosystem.
Our transformation is powered by a mix of Contact Centre as a Service (CCaaS) and CommBank built capability providing agentic capabilities, and an intelligent capability that connects our customers needs with channel entry points, agentic experiences and human support.
What You'll Do
* Working with stakeholders, own and drive the Contact Centre Transformation backlog, priorities, and delivery outcomes aligned to Business Banking's broader customer experience ambition.
* Support the transition to a new platform, with a focus on improving both customer and employee experiences and building exceptional human and digital journeys.
* Shape differentiated customer, banker, and agent experiences leveraging AI‐powered orchestration, intelligent routing, self‐service, agent assist, and personalised servicing.
* Work hands‐on in an agile environment with engineers, architects, operations subject matter experts, risk, change, and vendor partners to design and deliver experiences.
* Drive end‐to‐end delivery across requirements, prioritisation, backlog management, release planning, deployment readiness, and operational sign‐off.
* Manage dependencies across the platform, telephony, workforce management, reporting, AI‐enabled capabilities, data, risk, operations, and the intelligence layer.
* Challenge vendor‐led thinking and support a build‐led mindset where owning strategic capability creates long‐term value.
* Balance customer outcomes, employee experience, operational readiness, controls, and commercial outcomes in delivery decisions.
* Partner closely with frontline and operational teams to understand challenges and opportunities, improve adoption, build engagement, and strengthen servicing confidence.
* Drive continuous improvement, agile maturity, and delivery discipline within the squad.
What We're Looking For
* Good practical knowledge of contact centre platforms including voice, routing, telephony, digital servicing, reporting, workforce management, quality, and operations.
* Strong understanding of AI for customer experience, including orchestration, self‐service, agent assist, knowledge management, insights, and personalisation.
* Experience as a Product Owner or similar delivery leadership role within customer experience, contact centre, or servicing transformation programs.
* A future‐focused perspective on how customer, banker, and agent experiences are evolving.
* Experience working closely with engineers and architects in agile delivery environments.
* The ability to influence across senior business stakeholders, technology teams, vendors, and operational partners.
* Strong communication, presentation, stakeholder management, and decision‐making capabilities.
Skills & Experience
* Contact centre platforms or equivalent servicing ecosystems.
* Customer journey orchestration and intelligent routing.
* AI‐powered orchestration, AI‐enabled servicing, and agentic experience design.
* Contact centre operations, workforce management, quality, and reporting.
* Agile delivery and cross‐functional squad leadership.
* Customer and employee experience design.
* Operational readiness, controls, and risk management.
* Enterprise transformation delivery across technology and operations.
Working with us
We support our people with flexibility to balance where work is done, with at least half your time each month connecting in the office.
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