Product Owner Assisted Servicing – Customer Service Hub
As the Product Owner for Assisted Servicing – Customer Service Hub, you will lead the transformation of how our service teams operate to deliver faster, better, and more consistent assisted experiences for our Corporate & Institutional clients. You will be responsible for optimising ways of working across service teams, ensuring our people are empowered with the right tools, workflows, and insights to deliver exceptional customer outcomes.
This role is central to our ambition to be the leading Corporate & Institutional Banking Franchise. You will drive the strategic use of Salesforce as our Servicing Channel for Institutional Service teams, enabling seamless collaboration, intelligent case management, and real-time visibility across the service lifecycle.
See yourself in our team
You’ll be part of the Digital Customer Crew, a cross-functional team focused on delivering digital-first, human-centred service experiences. Working closely with product managers, engineers, designers, and operations experts, you’ll ensure our assisted servicing capabilities are scalable, efficient, and deeply aligned with customer and frontline needs.
What you’ll do
Own the product vision and roadmap for the Assisted Servicing capability within the Customer Service Hub.
Lead the optimisation of service team workflows, ensuring faster resolution times and improved customer satisfaction.
Champion the strategic integration and use of Salesforce as our Servicing Channel for Institutional Service teams, streamlining case management and enhancing collaboration.
Engage directly with frontline teams and customers to understand pain points, validate needs, and co-design solutions that solve real problems.
Balance strategic thinking with strong execution to deliver measurable improvements in service performance and customer experience.
Embed a customer-obsessed mindset across the crew, using Voice of Customer (VoC) insights to inform product decisions.
Collaborate with stakeholders across operations, compliance, technology, and product to ensure alignment and operational excellence.
Maintain and prioritise the product backlog, ensuring delivery of high-value features and enhancements.
Monitor industry trends, regulatory changes, and internal performance metrics to continuously evolve the product strategy.
Foster a culture of continuous improvement, innovation, and risk awareness.
What we’re looking for
Proven experience in product ownership or service design within Transaction Banking or Institutional Banking.
Deep understanding of Salesforce and its application as a servicing platform in complex service environments.
Strong problem-solving skills and a passion for improving frontline and customer experiences.
Experience working directly with service teams and customers to uncover insights and validate solutions.
Excellent communication and stakeholder engagement skills.
Familiarity with agile delivery practices and tools such as JIRA and Confluence.
A growth mindset and high learning agility.
Tertiary qualifications in Business, Finance, Technology, or a related field preferred.
We’re committed to creating a workplace where you can thrive. You’ll be empowered to make impactful decisions, supported by a team that values innovation, collaboration, and integrity. Join us in shaping the future of assisted servicing and delivering world-class experiences for our clients.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Do work that matters
As the Product Owner for Assisted Servicing – Customer Service Hub, you will lead the transformation of how our service teams operate to deliver faster, better, and more consistent assisted experiences for our Corporate & Institutional clients. You will be responsible for optimising ways of working across service teams, ensuring our people are empowered with the right tools, workflows, and insights to deliver exceptional customer outcomes.
This role is central to our ambition to be the leading Corporate & Institutional Banking Franchise. You will drive the strategic use of Salesforce as our Servicing Channel for Institutional Service teams, enabling seamless collaboration, intelligent case management, and real-time visibility across the service lifecycle.
See yourself in our team
You’ll be part of the Digital Customer Crew, a cross-functional team focused on delivering digital-first, human-centred service experiences. Working closely with product managers, engineers, designers, and operations experts, you’ll ensure our assisted servicing capabilities are scalable, efficient, and deeply aligned with customer and frontline needs.
What you’ll do
* Own the product vision and roadmap for the Assisted Servicing capability within the Customer Service Hub.
* Lead the optimisation of service team workflows, ensuring faster resolution times and improved customer satisfaction.
* Champion the strategic integration and use of Salesforce as our Servicing Channel for Institutional Service teams, streamlining case management and enhancing collaboration.
* Engage directly with frontline teams and customers to understand pain points, validate needs, and co-design solutions that solve real problems.
* Balance strategic thinking with strong execution to deliver measurable improvements in service performance and customer experience.
* Embed a customer-obsessed mindset across the crew, using Voice of Customer (VoC) insights to inform product decisions.
* Collaborate with stakeholders across operations, compliance, technology, and product to ensure alignment and operational excellence.
* Maintain and prioritise the product backlog, ensuring delivery of high-value features and enhancements.
* Monitor industry trends, regulatory changes, and internal performance metrics to continuously evolve the product strategy.
* Foster a culture of continuous improvement, innovation, and risk awareness.
What we’re looking for
* Proven experience in product ownership or service design within Transaction Banking or Institutional Banking.
* Deep understanding of Salesforce and its application as a servicing platform in complex service environments.
* Strong problem-solving skills and a passion for improving frontline and customer experiences.
* Experience working directly with service teams and customers to uncover insights and validate solutions.
* Excellent communication and stakeholder engagement skills.
* Familiarity with agile delivery practices and tools such as JIRA and Confluence.
* A growth mindset and high learning agility.
* Tertiary qualifications in Business, Finance, Technology, or a related field preferred.
We’re committed to creating a workplace where you can thrive. You’ll be empowered to make impactful decisions, supported by a team that values innovation, collaboration, and integrity. Join us in shaping the future of assisted servicing and delivering world-class experiences for our clients.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Advertising End Date: 05/07/2025
About the company
The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.
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