Job Description
Full job description
Customer Experience Owner – Cards Digital experiences – Payments Tribe
Mō Mātou | About us
At ASB, we’re more than a bank. We’re a purpose-led organisation helping people, communities, and our environment thrive together. With a proud history and a clear vision to support New Zealanders in getting one step ahead, our work is guided by the values of Courage, Care, and Curiosity. We’re bold in challenging the status quo, we genuinely care about those we work with and serve, and we’re always exploring new ideas to improve how we work.
As one of Aotearoa’s most trusted banking partners, we offer the scale and stability of a large organisation, while recognising and valuing each person’s contribution. Your ideas, growth, and impact matter here and you’ll be supported to do meaningful work every day.
Mō te Tūranga | About the roles
ASB’s newly formed Payments Tribe is a group of cross functional squads working together towards a common goal of building and operating the infrastructure that enables New Zealanders to transact locally and globally by facilitating effortless and secure payments that reliably keep life and business moving. Our work ensures ASB remains a trusted partner in every transaction. You’ll help shape the future of payments by enhancing our platforms, products, and customer experiences.
As a Customer Experience Owner, you’ll lead cross-functional squads to design and deliver experiences that meet customer needs and drive business value. You’ll champion innovation, challenge the status quo, and ensure customer perspectives are at the heart of everything we do.
The squad is responsible for ensuring ASB’s Digital Cards experiences are reliable and continually improving channel for customers. This includes the management, support, security and ongoing optimisation of the Cards digital experiences in our ASB Mobile Banking APP and Online Banking (FNC).
Key responsibilities
Lead squads to create customer-centric experiences and deliver business value
Prioritise work that aligns with Tribe and ASB strategy, balancing innovation and improvement
Represent the customer in all squad activities, driving better outcomes
Build and maintain clarity on customer needs and outcome visibility
Create, prioritise, and refine epics, features, and backlogs with a focus on customer and business requirements
Foster a safe environment for experimentation and learning
Measure and share squad outcomes aligned to Tribe goals and OKRs
Collaborate across the Tribe and wider leadership to manage risks, dependencies, and remove blockers
Ensure delivery follows ASB’s model, including risk management and controls
Turn business needs into realistic funding and capability requests
Ō Pūkenga | About you
You’re a strategic thinker with a passion for creating exceptional customer experiences. You bring courage, clarity, and collaboration to everything you do, confidently challenging the status quo to drive meaningful change. With the agility to connect vision to action, you deliver innovative solutions and skilfully manage creative processes to bring new ideas to market. Your strong stakeholder management enables you to align teams for outstanding customer outcomes, while your broad technical capability allows you to leverage data, digital, and technology to inform decisions. Committed to learning, transparency, and customer obsession, you’re comfortable balancing incremental improvements with bold, new initiatives.
We’re looking for someone with:
Proven leadership in customer experience, technical product ownership or service design within payment systems
Ability to influence and align cross-functional teams towards customer-centric goals
7+ years’ experience in customer experience, product management or backend payment systems
Track record of managing customer journeys and delivering experience improvements in financial services or payment platforms
Background in banking, financial services
Familiarity with agile delivery models and real-time transaction systems
Deep understanding of Digital expereinces
Technical Product Ownership experience in an Agile environment, delivering services and products
Strong commercial acumen to lead prioritisation discussions with stakeholders
Te mahi ki ASB | Working for ASB
ASB's sense of who we are and what we stand for is grounded in our values. They guide our business in our day-to-day interactions with our team, customers and community. They are what makes ASB, ASB.
Career Growth: Access to learning and development through training sessions, courses, and internal opportunities
Inclusive Culture: Join values-led teams that celebrate diversity and support employee-led communities
Health & Wellbeing: Southern Cross Wellbeing One health insurance, lifestyle and volunteering leave, and mental wellbeing support
Meaningful Benefits: Enjoy discounted banking, insurance, and a generous parental leave top-up
Impactful Work: Be part of a purpose-led organisation that makes a difference for New Zealanders
Ready to shape the future of payments at ASB?
If you’re passionate about creating exceptional customer experiences and want to make a real impact, we’d love to hear from you. Apply now and help us build the next generation of payment solutions for New Zealanders.
Job details
Reference #
JN162904
Posted on
17 Feb 2026
Location(s)
Auckland
Expertise
Product Management
Work type(s)
Full Time
Application closes on 04 Mar 2026 23:59
Customer Experience Owner – Cards Digital experiences – Payments Tribe
Mō Mātou | About us
At ASB, we’re more than a bank. We’re a purpose-led organisation helping people, communities, and our environment thrive together. With a proud history and a clear vision to support New Zealanders in getting one step ahead, our work is guided by the values of Courage, Care, and Curiosity. We’re bold in challenging the status quo, we genuinely care about those we work with and serve, and we’re always exploring new ideas to improve how we work.
As one of Aotearoa’s most trusted banking partners, we offer the scale and stability of a large organisation, while recognising and valuing each person’s contribution. Your ideas, growth, and impact matter here and you’ll be supported to do meaningful work every day.
Mō te Tūranga | About the roles
ASB’s newly formed Payments Tribe is a group of cross functional squads working together towards a common goal of building and operating the infrastructure that enables New Zealanders to transact locally and globally by facilitating effortless and secure payments that reliably keep life and business moving. Our work ensures ASB remains a trusted partner in every transaction. You’ll help shape the future of payments by enhancing our platforms, products, and customer experiences.
As a Customer Experience Owner, you’ll lead cross-functional squads to design and deliver experiences that meet customer needs and drive business value. You’ll champion innovation, challenge the status quo, and ensure customer perspectives are at the heart of everything we do.
The squad is responsible for ensuring ASB’s Digital Cards experiences are reliable and continually improving channel for customers. This includes the management, support, security and ongoing optimisation of the Cards digital experiences in our ASB Mobile Banking APP and Online Banking (FNC).
Key responsibilities
Lead squads to create customer-centric experiences and deliver business value
Prioritise work that aligns with Tribe and ASB strategy, balancing innovation and improvement
Represent the customer in all squad activities, driving better outcomes
Build and maintain clarity on customer needs and outcome visibility
Create, prioritise, and refine epics, features, and backlogs with a focus on customer and business requirements
Foster a safe environment for experimentation and learning
Measure and share squad outcomes aligned to Tribe goals and OKRs
Collaborate across the Tribe and wider leadership to manage risks, dependencies, and remove blockers
Ensure delivery follows ASB’s model, including risk management and controls
Turn business needs into realistic funding and capability requests
Ō Pūkenga | About you
You’re a strategic thinker with a passion for creating exceptional customer experiences. You bring courage, clarity, and collaboration to everything you do, confidently challenging the status quo to drive meaningful change. With the agility to connect vision to action, you deliver innovative solutions and skilfully manage creative processes to bring new ideas to market. Your strong stakeholder management enables you to align teams for outstanding customer outcomes, while your broad technical capability allows you to leverage data, digital, and technology to inform decisions. Committed to learning, transparency, and customer obsession, you’re comfortable balancing incremental improvements with bold, new initiatives.
We’re looking for someone with:
Proven leadership in customer experience, technical product ownership or service design within payment systems
Ability to influence and align cross-functional teams towards customer-centric goals
7+ years’ experience in customer experience, product management or backend payment systems
Track record of managing customer journeys and delivering experience improvements in financial services or payment platforms
Background in banking, financial services
Familiarity with agile delivery models and real-time transaction systems
Deep understanding of Digital expereinces
Technical Product Ownership experience in an Agile environment, delivering services and products
Strong commercial acumen to lead prioritisation discussions with stakeholders
Te mahi ki ASB | Working for ASB
ASB's sense of who we are and what we stand for is grounded in our values. They guide our business in our day-to-day interactions with our team, customers and community. They are what makes ASB, ASB.
Career Growth: Access to learning and development through training sessions, courses, and internal opportunities
Inclusive Culture: Join values-led teams that celebrate diversity and support employee-led communities
Health & Wellbeing: Southern Cross Wellbeing One health insurance, lifestyle and volunteering leave, and mental wellbeing support
Meaningful Benefits: Enjoy discounted banking, insurance, and a generous parental leave top-up
Impactful Work: Be part of a purpose-led organisation that makes a difference for New Zealanders
Ready to shape the future of payments at ASB?
If you’re passionate about creating exceptional customer experiences and want to make a real impact, we’d love to hear from you. Apply now and help us build the next generation of payment solutions for New Zealanders.
Job details
Reference #
JN162904
Posted on
17 Feb 2026
Location(s)
Auckland
Expertise
Product Management
Work type(s)
Full Time
Application closes on 04 Mar 2026 23:59
💡 Quick Summary
Seeking a career-building opportunity? The Customer Experience Owner - Digital Cards Experiences - Payments Tribe position is now open for candidates interested in the Customer Care sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
