Product Owner E2e Disputes Journey

**You are dedicated to delivering high impact and high quality change**:

- **We are committed to supporting you to excel**:

- **Together we will deliver a world class experience for customers in moments that matter**

**See yourself in our team**:
The Everyday Banking team supports the full spectrum of customers’ transaction banking and deposits needs from birth through to retirement. We support over 9 million customers manage their day to day spend, save to achieve their financial goals, and more. We have end to end accountability for all Retail Deposits and Transactions products and customer experiences, the groups Open Banking obligations and key customer journeys including Disputes, Deceased Estates and Authorities.

The E2E Service Journeys crew is responsible for the Disputes Journey, the Deceased Estates and Authorities Journeys. We are dedicated to providing the best service in the moments that matter. The Disputes value stream works together with many other teams including Fraud, Operations, frontline, Digital and Data & analytics to ensure a world class experience for customer who have experienced unauthorised (fraud) transactions or authorised transactions with a negative outcome (e.g. goods/services were not received or not as described). The disputes value stream has also been the first area in the bank to build and implement a GenAI solution to support customers in lodging a dispute.

**Do work that matters**:
Reporting to the Crew Lead E2E Service Journeys, you will and work as a part of the Disputes value stream. As a Product Owner, you will be accountable for an important element of the value stream and you will collaborate with the other PO's within the Value Stream to set the strategic vision and roadmap for the Disputes journey and create a world best customer and employee experience.

**Specifically, you will;**
- Lead a squad of technology and product specialists
- Establish mechanisms to identify opportunities to enhance the disputes lodgement system (Daisy), streamline customers experiences, and drive outcomes aligned to our KPIs and OKRs
- Obsess over the customer and employee experience including actively seeking voice of the customer and our back-office team to improve our process and ensuring all monitoring is in place to identify incidents
- Possess the ability to quickly pivot to changing work demands and accurately evaluate complex, ambiguous situations to reach timely, objective and informed decision
- Identify, articulate, and manage risks and compliance across streams of work
- Lead the squad day-to-day delivery and lifecycle activities, including addressing impediments and resolving escalations
- Take accountability for monitoring and effective Incident and Problem management
- Influence & manage multiple senior business and technical stakeholders to ensure prioritisation is understood and agreed too
- Manage the squad’s performance to defined objectives including OKR tracking

**Help us deliver a better future in Everyday Banking by**:

- Demonstrated ability to strategically problem solve and drive high quality delivery
- Exceptional communication skills and the ability to translate customer experience opportunities into process and technology solutions
- Strong collaboration with teams on work streams/ project activities end-to-end and the ability to independently manage deliverables
- Strong commercial acumen and the ability to prioritise effectively based on desirability, viability and feasibility
- Excellent stakeholder engagement, influencing and relationship-building skills
- A passion for human centric design thinking and ways of identifying opportunities for driving experience
- Ability to deliver written and verbal updates to senior executive level
- Experience working in an agile environment advantageous
- Product Owner and Product Management experience is desirable

**Your Development**

Our team is committed to supporting your development. You will have the opportunity to build a strong network and demonstrate your potential with high impact. You will be coached and supported in focusing on your own growth and development. If you live the values and demonstrate the people capabilities we can offer great opportunities.

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: 05/02/2025