Product Owner (senior Manager), Contact Centre Transformation – Business Banking
CommBank
Contact centre platform expertise
Ai-powered orchestration experience
Agile delivery leadership
You will help design a new future for intelligent servicing by transitioning from a traditional contact centre platform to a modern, AI-enabled engagement ecosystem
Job Summary
You will help design a new future for intelligent servicing by transitioning from a traditional contact centre platform to a modern, AI-enabled engagement ecosystem.
This role requires partnering closely with cross-functional teams including Product, Engineering, Architecture, Operations, Risk, and Change to shape future-focused customer experiences.
The position offers the opportunity to drive end-to-end delivery across requirements, prioritisation, backlog management, and operational sign-off within an agile environment.
Matching Summary
You will help design a new future for intelligent servicing by transitioning from a traditional contact centre platform to a modern, AI-enabled engagement ecosystem.
Skills & Requirements
Must-have
Contact centre platform expertise
AI-powered orchestration experience
Agile delivery leadership
Customer experience transformation
Stakeholder management skills
Nice-to-have
Vendor partnership management
Workforce management knowledge
Change management capabilities
Forward-thinking perspective
Build-led mindset
Key Requirements
Experience as a Product Owner in CX or contact centre transformation
Strong understanding of AI for customer experience
Practical knowledge of voice, routing, and telephony platforms