Product Owner (Senior Manager), Contact Centre Transformation – Business Banking

Job description

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 that customers, and team members appreciate and value. 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. Do work that matters: This is a truly unique opportunity to help shape Business Banking’s next generation contact centre capability, making a signific...