Job Description
Product Owner - Telephone Banking
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 out 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.
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 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, more specific responsibilities are as below.
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 SME’s to implement key customer self-service and agent optimisation use cases
Lead the creation of a 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
Some of the key product owner experience we are after are as follows:
Experienced 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, couple 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 practice 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 +8+ 6+6.
Advertising End Date: 11/04/2026
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 out 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.
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 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, more specific responsibilities are as below.
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 SME’s to implement key customer self-service and agent optimisation use cases
Lead the creation of a 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
Some of the key product owner experience we are after are as follows:
Experienced 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, couple 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 practice 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 +8+ 6+6.
Advertising End Date: 11/04/2026
💡 Quick Summary
Seeking a career-building opportunity? The Product Owner - Telephone Banking position is now open for candidates interested in the Bank Jobs sector. This role in Sydney 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 Bank Jobs is a plus.
