Product Owner - Collections Self Service Journeys (AI and Autonomous Agend Build)

Senior Product Owner – Collections Self Service

• 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 Self Service Experience 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 Senior Product Owner responsible for delivering outcomes for the Collections Self Service squad. You will lead to develop our chat and self service experience within Collections, including working with agent assist experience squads to handoff to async messaging.

Specifically you will be,

• Delivering on multiple pieces of change across the technology stack and business processes landscape of the self-service experience 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 Senior Product Owner for the Collections Self Service, more specific responsibilities are as below.

• Setup and implement conversational AI capability for Retail Collections 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 technology specialists 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

• Prior experience in Collections

• 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.

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