Senior Product Owner Contact Centre Excellence

5 days ago

Sydney, New South Wales, Australia Commonwealth Bank Full time $90,000 - $120,000 per year

About the Role

We are seeking a highly experienced Senior Product Owner to lead the development and optimisation of our enterprise Technology Contact Centre Solutions. This role is ideal for someone passionate about delivering customer-centric experiences and driving innovation through AI and system integration.

Key Responsibilities and Requirements

Proven Experience in Product Ownership for Contact Centre Solutions

  • Proven experience as a Product Owner or Product Manager in enterprise technology contact centre environments.

  • Demonstrated success in delivering customer-centric solutions using platforms like Microsoft Dynamics 365 Customer Service, VoiceBot.

Expertise in User Experience (UX) and Journey Mapping

  • Strong ability to translate user needs into intuitive, efficient, and scalable experiences.

  • Experience conducting user research, usability testing, and working closely with platform owners to optimise agent and customer journeys.

Strong Technical Acumen with AI and System Integration

  • Solid understanding of AI-driven features in contact centres (e.g., sentiment analysis, predictive routing, VoiceBot, Secure user verification).

  • Experience working with cross-functional teams to integrate CRM with enterprise systems (e.g., ServiceNow, M365, knowledge bases, telephony platforms, Jira etc.).

Agile Product Management and Stakeholder Engagement

  • Deep knowledge of Agile methodologies (Scrum) and backlog management.

  • Skilled in prioritising features based on business value, technical feasibility, and user impact.

  • Excellent communication and stakeholder management skills across business, technical, and executive teams.

Data-Driven Decision Making and Continuous Improvement

  • Ability to define and track KPIs related to contact centre performance, user satisfaction, and product adoption.

  • Experience using analytics and feedback loops to drive continuous product enhancements.

Why Join Us?

  • Be part of a forward-thinking team that values innovation and customer satisfaction.

  • Work on impactful projects that shape the future of customer service.

  • Enjoy a collaborative and inclusive work environment with opportunities for growth.

If this sound like you, apply now

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.

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Advertising End Date: 28/08/2025

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