Product Owner (Senior Manager) – AI Expert Agents and Customer Journeys, Business Banking
Commonwealth Bank
Sydney
2 weeks ago
Product Owner (Senior Manager) – AI Expert Agents and Customer Journeys, Business Banking
This is a Product Owner (Senior Manager) role for AI Expert Agents and Customer Journeys in Business Banking at Commonwealth Bank, based in Sydney, Australia. The role involves owning the AI agent backlog, defining use cases across chat and voice, and collaborating with engineering and operational teams to deliver AI-powered customer experiences. Requires strong agile product ownership, technical fluency, and experience in contact centre or servicing environments.
Hybrid
Full-time
Senior
Agile
APIs
Salary
Not specified
Core Qualifications
Technical (Must-have)
agileAPIsintegrationsAI agentsconversational AIautomationworkflow toolsagent assistknowledge managementdigital servicing
Soft Skills
stakeholder managementcommunicationprioritisationcustomer journey thinkingservice design thinkingproblem solvingcuriositypractical mindsettrade-off analysischallenging assumptions
Preferred Qualifications
Technical (Nice-to-have)
DevSecOpsproduction supportrelease governancecodingscriptinglow-code configurationJSONAPIsprompt designvendor platformsenterprise AI/automation tools
Key Responsibilities
- Own, manage and prioritise the backlog of AI expert agents and related customer journey capabilities.
- Define and sequence agent use cases across chat, voice, self-service and human-assisted servicing journeys.
- Translate customer, frontline and operational needs into clear epics, features, user stories and acceptance criteria.
- Work closely with engineers, architects and data teams to shape scalable, secure and integrated solutions.
- Use customer insight, contact centre data, journey analytics and operational feedback to identify opportunities for new or improved agents.
- Prioritise work based on customer value, operational impact, risk, technical feasibility and business outcomes.
- Lead backlog refinement, sprint planning, release planning, showcases and delivery trade-off decisions.
- Support the design, testing, deployment and ongoing optimisation of AI agents in production.
- Work with frontline and contact centre teams to understand real servicing needs and improve adoption.
- Ensure delivered capabilities meet responsible AI, risk, compliance, security and operational readiness expectations.
- Monitor performance of AI-enabled journeys and drive continuous improvement after launch.
Product OwnerAICustomer JourneysBusiness BankingAgileConversational AIChatVoiceFinancial ServicesHybrid