Onsite
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 teams 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.
What you’ll do
As Product Owner, you will:
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.
What we’re looking for
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:
Contact centres, voice servicing, chat servicing, IVR, agent assist or frontline operations.
Conversational AI, AI agents, virtual assistants or intelligent automation.
Customer journey orchestration or digital servicing transformation.
Banking, financial services or regulated enterprise environments.
DevSecOps, production support, release governance or operational readiness.
Coding, scripting, low-code configuration, JSON, APIs, prompt design or technical prototyping.
Working with vendor platforms or enterprise AI/automation tools.
The kind of person who will succeed
You will succeed in this role if you are comfortable moving between customer problems, operational detail and technical delivery.
You are curious about how AI can improve real customer journeys, but you are also disciplined about delivery. You know how to manage a backlog, make trade-offs, challenge assumptions, clarify requirements and help a squad deliver valuable increments.
You can talk to senior stakeholders about outcomes, then work with engineers on implementation detail. You are comfortable asking technical questions, understanding constraints and shaping work so it can be delivered safely and effectively.
You bring strong agile habits, a practical mindset and a focus on measurable customer and business value.
Working with us
We support our people with flexibility to balance where work is done, with at least half your time each month connecting in the office.
If you are excited by the opportunity to shape AI-powered expert agents across chat, voice and customer servicing journeys, we would like to hear from you.
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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