Product Owner - Self Service Experiences

Job Description

Product Owner - Self Service Experiences 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 GCCT Transform Crew has end to end responsibility for transforming Retail Bank’s contact centre platforms for Voice, Messaging, IVR, BOT powered by AI. We enable the front line teams 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 set up a new messaging platform, integrating with telephony platforms, technology deployments and work with a number of other teams within the bank including data delivery, decision science, conversational designers, etc. Responsibilities: Delivering on multiple pieces of change across the technology stack and business processes landscape of the Group Contact Centre portfolio by adhering to PACE delivery principles. Proactively managing and prioritising change with business partners to continuously improve our platform capability and processes in order to optimise the overall customer experience, NPS scores, cost reduction and risk profile engaging with Service Owners, the risk and controls community to deliver on risk buy-down and platform resilience. Proactively managing risks and issues associated with our products. Manage product delivery expectations and status reporting to technology and business stakeholders. As a product owner for the AI Build, specific responsibilities include: Setup and implement conversational AI capability for Retail Contact Centre (BOT/IVR/Agent support). Leverage group and other market leading LLM capability to deliver best in class Customer Experience. Leading a team of Data engineers and business SMEs to implement key customer self-service and agent optimisation use cases. Lead the creation of strategic data assets for CSD by leveraging business requirements, validating appropriate data models and consideration of business application integration. Partner with CDAO Data Science team to lead customer service innovations using AI/ML. We are interested to hear from people who have: Experience as a data science 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 with integration and large migrations of platforms – Highly desirable. Prior experience working within the digital space - Highly desirable. Experience in delivering complex, high profile digital capability and services, and prioritising accordingly. A desire to champion best practices and innovative customer experiences, engagements, and product development. Demonstrated experience in a complex delivery role, banking would be ideal but not essential, or alternatively 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: 28/02/2025 #J-18808-Ljbffr