Product Owner CRM Integration

4 weeks ago

Sydney, Australia Commonwealth Bank of Australia Full time

Product Owner CRM Integration
- Permanent Full time opportunity, at the Executive Manager Level
- You are a progressive people leader, helping to build customer focussed solutions
- We are a team of forward thinkers, defining the future of banking
- Together we can deliver meaningful change that builds a brighter future for all

**See yourself in our team**:
Business Bank (BB) offers a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers. We also take care of our personal and institutional online trading customers.

The Customer, Channel and Data team purpose is to deliver unprecedented growth in NPS (Net Promoter Score) and double banker productivity across the Business Bank. Customer and colleague success is enabled by aligning focus on high impact journeys and driving improvements in CRM tooling, customer value management and productive ways-of-working in our channels.

**Do work that matters**:
**Key Responsibilities**
- Manage stakeholders across Domains and/or Business Units or Support Units, as well as leverage expertise in Regulatory requirements to present to external regulators and the Board
- Manage change, product development and delivery where the change process is emergent and requires definition including solving complex problems and anticipating customer needs.
- Design and deliver products with resources (including Technology where applicable) that cut across the organisation and where there are emerging dependencies on internal and external teams that need to be managed
- Deliver operational risk and issue management for a large set of controls, including implementation of new controls as needed, and management of execution risks/issues
- Advocate and contribute to best practices and share learnings with the Product Owner community, Practices and leaders across the Group, including mentoring Product Owners and squad members, challenging and influencing stakeholders across the Crew, Domain and Group, as well as Chapter and Chapter Area Leads to identify strategic requirements for squads. Also advocate for the Product practice externally to the market to attract top talent
- Define product vision, goals and roadmap, aligned to Crew objectives and purpose, and engage with key stakeholders (Business and Technology) to manage its delivery
- Accountable for end-to-end value delivery and product lifecycle management (including managing requirements lifecycle, production deployment and release day coordination and sign off). Works with the squad and the crew to determine who is best to perform change request and delivery framework related administrative tasks
- Act as the voice of the customer and business and translate this for the squad
- Accountable for addressing impediments, driving decisions and resolving escalations
- Drive product exploration (e.g. using design thinking and analytics) and formulate hypotheses to validate product strategy / design
- Ensure all obligations across customer, regulatory, internal policy and process frameworks (e.g. GDF, PDDP, RiC) are fully met and satisfied
- Identify, articulate and manage risks, dependencies and compliance across streams of work (e.g. customer propositions)
- Maintain a healthy and prioritised backlog to deliver business and customer outcomes
- Manage senior business and technical stakeholders to ensure that prioritisation is understood and agreed to
- Manage the squad's performance to defined objectives including OKR tracking, etc.
- Role model continuous improvement and customer focus.
- Drive squad effectiveness and agile maturity (i.e. sprint burn down, release burn up, and squad/team health) in partnership with Agile Coaches and Performance Leads

**We're interested in hearing from people who have**
- Demonstrated experience in translating product vision to roadmap and backlog
- Excellent stakeholder engagement, influencing and relationship-building skills
- Strong commercial acumen and the ability to prioritise effectively.
- Ability to deliver written and verbal updates to senior executive level.
- Demonstrated ability to drive business growth and strategically problem solve.
- Strong collaboration with teams on work streams/ project activities end-to-end and independently manage deliverables.
- Experience working in an agile environment advantageous.
- **Risk Mindset**: All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

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Advertising End Date: 12/06/2024

Job ID REQ211850

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