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

Commonwealth Bank

Product Owner driving Contact Centre Transformation focused on AI-enabled experiences in Business Banking. Collaborating with teams to enhance customer interactions and servicing capabilities.

Posted 5/27/2026full-timeSydney • 🇦🇺 AustraliaSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact centre platformsvoice routingtelephonydigital servicingreportingworkforce managementAI for customer experienceorchestrationself-serviceagent assist

Soft Skills

influencecommunicationpresentationstakeholder managementdecision-makingcollaborationcontinuous improvementagile maturitydelivery disciplineengagement