Product Manager - Customer Support Experience Voice
Commonwealth Bank
Perth, Western Australia, Australia
On-site
Contact centre technologies
Leveraging ai and gen ai
Omnichannel customer and colleague experience
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.
Support the delivery on our strategy to deliver an Omnichannel customer and colleague experience for voice and chat.
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
Leveraging AI and Gen AI
Omnichannel customer and colleague experience
End-to-end product lifecycle management
Digital first strategy
Nice-to-have
Agile methodology experience
Inclusive team culture
Collaboration and innovation
Key Requirements
Experience with contact centre technologies
Experience leveraging AI and Gen AI
Strong analytical skills
Strong stakeholder management skills
Understanding of product implementation and compliance impacts