Product Manager - Customer Support Experience Voice
Bankwest
Western Australia, Australia
Contact centre technologies (chat, messaging, voice)
Leveraging ai and gen ai for efficiency
Strong analytical skills for business outcomes
You will support squads within the crew to identify, develop and refine customer support experiences that will deliver sustainable benefits whilst improving customer satisfaction
Job Summary
You will support squads within the crew to identify, develop and refine customer support experiences that will deliver sustainable benefits whilst improving customer satisfaction.
Ensure we are driving digital first, cost reduction and improved customer outcomes and support delivery on our strategy to deliver an Omnichannel customer and colleague experience for voice and chat.
At Bankwest, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation.
Matching Summary
You will support squads within the crew to identify, develop and refine customer support experiences that will deliver sustainable benefits whilst improving customer satisfaction.
Skills & Requirements
Must-have
Contact centre technologies (chat, messaging, voice)
Leveraging AI and Gen AI for efficiency
Strong analytical skills for business outcomes
Stakeholder management and conflict resolution
Agile methodology experience
Nice-to-have
Driving digital first initiatives
Omnichannel customer and colleague experience
Modern technology platform adoption
End-to-end product lifecycle management
Subject matter expertise in support enhancement
Key Requirements
Experience with contact centre technologies
Experience leveraging AI and Gen AI
Strong analytical skills
Strong stakeholder management skills
Understanding of product implementation impacts and compliance
Agile methodology experience (Desired)
Excellent planning, organisational and time management skills