Executive Product Owner - Agent Excellence

Job Description

Executive Product Owner – Agent Excellence Crew (Customer Service Direct) You are passionate about all things AI related with a positive attitude. We are a high performing team with a passion for innovation and continuous improvement. Together we can deliver an exemplary experience for our stakeholders and the Group. See yourself in our team: Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes. The Agent Excellence Crew has end to end responsibility for transforming Retail Bank’s contact centre platforms for Voice, Messaging, IVR, Agent Assist powered by AI. We simplify the ecosystem and process to enable all our front line staff to help service our customers’ needs. Do the work that matters Reporting to the Crew Lead, you will be the Product Owner responsible for delivering outcomes for the AI Build squad. You will lead a multi-disciplinary squad to help migrate to a cutting-edge new messaging and voice platform powered by AI Assist, working with a number of other teams within the bank including decision science, conversational designers, and other Crews across the Bank. Specifically you will be: Delivering on multiple pieces of change across the technology stack and business processes landscape of the Group Contact Centre portfolio by adhering to PACE (Agile) delivery principles. Proactively managing and prioritising change with business partners and suppliers to transform our customer and agent experience to achieve our NPS goal and reduce operational costs. Proactively managing risks and issues associated with our products. Managing product delivery expectations and status reporting for all stakeholders across RBS and the Group. As a product owner for the AI Build, your specific responsibilities include: Setting up and implementing conversational AI capability for Retail Contact Centre (BOT/IVR/Agent Assist). Leveraging group and other market-leading open source and proprietary LLM capability to deliver best-in-class Customer Experience. Leading a team of Data scientists, engineers, and business SMEs to implement key agent optimisation Gen AI use cases. Leading the creation of autonomous agents for customer service usage, aligning to group agentic ecosystem and architecture guidelines. Partnering with AI COE and RBS Data Science team to lead customer service innovations using Generative AI. We are interested to hear from people who have: Prior experience in leading customer-facing digital product teams - Highly desirable. Experience as an AI professional who has demonstrated success in delivering large scale customer-facing AI implementations (progressive/generative AI and machine learning). Prior experience and understanding of conversational AI using NLU/NLP products. Multi-squad leadership experience, working in a fast-paced and complex agile environment, coupled with technical delivery experience. Prior experience in leading complex, tech-enabled programs of work - Highly desirable. A desire to champion best practices and innovative customer experiences, engagements, and product development. Demonstrated experience in a complex delivery role; banking experience would be ideal but not essential, and/or experience in Contact Centre Technology. Exceptional stakeholder engagement skills and good attention to detail. If this sounds like you, then apply today! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 17/03/2025 #J-18808-Ljbffr