Onsite
Product Owner, Contact Centre Transformation – Business Banking
You’re passionate about redefining customer, banker, and agent experiences through Customer Experience (CX), Employee Experience (EX), AI-powered orchestration, and next-generation service design. You thrive in complex transformation environments, bringing together business, technology, operations, and frontline teams to build exceptional human and digital experiences at scale that customers, and team members appreciate and value.
As a Contact Centre Transformation Product Owner within Business Banking, you’ll help design a new future for intelligent servicing, supporting millions of small businesses as we transition from a traditional contact centre platform into a modern, AI-enabled engagement ecosystem.
Our transformation is powered by a mix of Contact Centre as a Service (CCaaS) and CommBank built capability providing agentic capabilities, and an intelligent capability that connects our customers needs with channel entry points, agentic experiences and human support.
Do work that matters
This is a truly unique opportunity to help shape Business Banking’s next generation contact centre capability, making a significant impact on customers, bankers, agents, and the millions of small businesses we support.
We are not simply replacing technology — we are fundamentally reimagining how Business Banking customers, bankers, and agents interact across voice, digital, data, and AI-enabled journeys as we move from a traditional contact centre platform to a modern, intelligent and connected servicing platform.
As a Product Owner in our Contact Centre Transformation squad, you will play a critical role in co-designing AI-enabled experiences that create stronger connections between customer channel entry points and the support customers, bankers and frontline teams need. You will help shape experiences that consider every aspect of the contact centre environment — from customer intent and routing through to banker workflows, operational support and human-assisted service.
See yourself in our team
You’ll work within a cross-functional squad leading complex customer experience transformation initiatives across Business Banking. You’ll partner closely with Product, Engineering, Architecture, Operations, Risk, Change, and frontline teams to shape and deliver future-focused customer and employee experiences.
You’ll operate comfortably from senior stakeholder engagement through to hands-on collaboration with engineers and delivery teams in an agile environment. You’ll bring deep contact centre and customer experience expertise, be a thought shaper, forward-thinking and have exceptional CX, EX and technology-led experience design in your DNA.
What you’ll do
What we’re looking for
We’re interested in hearing from people who have:
Skills & experience
Experience in some of the following areas will help you succeed in this role:
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 this sounds like you, 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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