Product Owner Customer Strategy Communications and Performance

**Product Owner - Customer Engagement and Communications Crew**

**See yourself in our team**

The Customer Engagement and Communications Crew is responding to many evolving customer needs in the market. More specifically we are providing experiences, offers and communications that respond to customers need to be recognised for their relationship and decision to Bank with CommBank. The Banks ability to achieve its goal of being NPS +30 is underpinned by the ability to engage, provide value, and create world leading experience. All can be achieved through members of the Crew, some examples include;
- We are custodians of the award-winning Customer Engagement Engine and continue to raise the bar in relevant communications orchestrated seamlessly across our channels
- Following the successful launch of CommBank Yello in H1 2023, we have now created the scaffolding by which we will engage and deepen relationships with our customers.We are leading Australian Financial Services with our use of generative AI and are committed to providing customers transparent options around their channel preferences and data they share

**Do work that matters**

While partnering will be key to your success, you will also be just as comfortable with autonomy, having the ability to move forward with less-than-perfect information. You will confidently address stakeholder questions and concerns, and possess the ability to accurately evaluate ambiguous situations to reach informed decisions. You will have the ability to resolve complex issues by first having a clear understanding of the problem, and then using effective strategies and techniques to generate appropriate solutions.

**Key Responsibilities**
- Creating the strategy and infrastructure for the way we choose the best conversation for each customer in their channel of choice, in a highly personalised and tailored fashion.
- Requires both a strategic mindset and the ability to engage the users of the Customer Engagement Engine in the defined North Star
- Manage the squad’s performance to defined objectives including OKR tracking, etc.
- Drive project exploration and inception to ensure alignment of product strategy.
- Act as the voice of the customer and business, translating this for the squad.
- Incorporate design thinking and analytics to inform product design.
- Formulate hypotheses to validate customer problems and define clear learning objectives that will inform product roadmap and prioritisation decisions.
- Maintain a healthy prioritised Backlog to deliver business and customer outcomes.
- Manage the merchant lifecycle, implementing improvements as required.
- Ensure developer documentation is up to date, meeting the needs of users.
- Ensure customers, developers and suppliers have the support they require and problems resolved.
- Accountable for addressing impediments, driving decisions and resolving escalations.
- Identify, articulate and manage risks and compliance across streams of work.
- Lead and develop the product roadmap, and engagement with senior stakeholders/ business units to manage the delivery of product roadmap.
- Lead the squad day-to-day to deliver change and lifecycle activities.Manage senior business and technical stakeholders to ensure that prioritisation is understood and agreed to.

**We’re interested in hearing from people who have**:

- Experience working in an agile environment as a Product Owner
- Customer-first Mindset: always starting with and anchoring back to the customer outcome
- Risk Mindset: this role is for a Risk Champion, with a strong ability to proactively identify and understand, openly discuss and act on current and future risks
- Experience in delivering complex digital products and services and prioritising accordingly
- Exceptional stakeholder/supplier engagement skills including presentation skills, communication, negotiation and influencing capability at a senior leadership level with a proven record of managing the needs of varied business stakeholders
- Strong analytical skills and commercial acumenExperience with effective planning and the ability to contribute to tactical and strategic planning in support of a business plan

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Advertising End Date: 06/02/2025