Monitor performance of AI-enabled journeys and drive continuous improvement after launch.
Requirements
We are looking for someone with:
Strong experience as a Product Owner, Product Manager or similar role in a technology delivery environment.
Excellent agile delivery capability, including backlog management, prioritisation, refinement, sprint planning and iterative delivery.
Experience working closely with engineers, architects and technical teams.
Technical fluency, including comfort with APIs, integrations, data flows, system constraints, technical documentation or configuration-based platforms.
Familiarity with AI agents, conversational AI, automation, workflow tools, agent assist, knowledge management or digital servicing.
Strong customer journey and service design thinking.
The ability to balance customer experience, frontline needs, operational readiness, risk, compliance and commercial outcomes.
Strong stakeholder management and communication skills.
Confidence making prioritisation decisions in complex environments.
Highly regarded experience
Experience in any of the following would be valuable:
Conversational AI, AI agents, virtual assistants or intelligent automation.
Customer journey orchestration or digital servicing transformation.
Additional Information
Product Owner (Senior Manager) - AI Agents and Customer Journeys, Business Banking
Business Banking is transforming how customers interact with the Bank through AI-powered expert agents, delivering reimagined conversational experiences, automation and human-assisted servicing.
We are looking for a hands-on Product Owner to own and prioritise the backlog of AI expert agents that support customer journeys across chat, voice and frontline servicing channels.
This role is ideal for someone who combines strong agile product ownership with technical fluency, customer journey thinking and a good, practical understanding of servicing or contact centre environments. You do not need to be a software engineer, but you should be comfortable working closely with engineers, architects, data team s and operational experts to turn customer and frontline needs into well-defined, deliverable AI agent capabilities.
Do work that matters
This is an opportunity to help shape the next generation of AI-enabled servicing for Business Banking customers and operate at the forefront of designing and delivering world class customer experiences .
You will play a key role in defining, prioritising , building and delivering expert agents that help customers complete tasks, get answers, resolve issues and move through servicing journeys more simply across chat, voice, digital and human-assisted channels.
You will own the agent backlog, make prioritisation decisions, shape features and use cases, and work with cross-functional teams to deliver reliable, compliant and valuable AI-enabled experiences into production.
This is a unique role that involves strategy and also a practical Product Owner role requiring strong backlog discipline, agile delivery experience and the ability to work closely with technical teams.
See yourself in our team
You will work in the AI Agent and Customer Journeys squad within Business Banking, partnering with Product, Engineering, Architecture, Data, Operations, Risk, Design, Change, frontline teams and vendor partners.
The squad is responsible for shaping and delivering AI expert agents and related customer journey capabilities. At times, the squad will also build, configure or iterate the agents directly, so you will need to be comfortable working close to the technical detail.
You will help connect customer needs, operational pain points, contact centre insights, AI capability and engineering execution.
Cba · Sydney Cbd Area