Commonwealth Bank Group
Financial Services
ProductOwner(SeniorManager)–AIAgentsandCustomerJourneys,BusinessBanking
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optimal for Senior Manager candidates.
“Product Owner (Senior Manager) – AI Agents and Customer Journeys, Business Banking at Commonwealth Bank Group. Skills: Product Ownership, AI Agents, Customer Journeys, Agile Delivery. Own AI agent backlog. Manage AI agent backlog”
What You'll Achieve.
Deliver reliable AI-enabled experiences; Deliver compliant AI-enabled experiences; Deliver valuable AI-enabled experiences; Improve adoption; Drive continuous improvement
Industry & Context.
Customer needs; Frontline needs; Operational pain points; Contact centre insights; AI capability; Engineering execution; Technical questions; Shaping work
What They're Looking For.
Must Have
Product Owner experience, Product Manager experience, Agile delivery capability, Backlog management, Prioritization, Refinement, Sprint planning, Iterative delivery, Experience working with engineers, Experience working with architects, Experience working with technical teams, Technical fluency, Comfort with APIs, Comfort with integrations, Comfort with data flows, Comfort with system constraints, Comfort with configuration-based platforms, Customer journey thinking, Service design thinking, Balance customer experience, Balance frontline needs, Balance operational readiness, Balance risk, Balance compliance, Balance commercial outcomes, Stakeholder management skills, Communication skills, Confidence making prioritization decisions
Nice to Have
Contact centres experience, Voice servicing experience, Chat servicing experience, IVR experience, Agent assist experience, Frontline operations experience, Conversational AI experience, AI agents experience, Virtual assistants experience, Intelligent automation experience, Customer journey orchestration experience, Digital servicing transformation experience, Banking experience, Financial services experience, Regulated enterprise environments experience, DevSecOps experience, Production support experience, Release governance experience, Operational readiness experience, Coding experience, Scripting experience, Low-code configuration experience, JSON experience, APIs experience, Prompt design experience, Technical prototyping experience, Working with vendor platforms experience, Enterprise AI/automation tools experience
What You'll Do.
Manage AI agent backlog
Prioritize AI agent backlog
Define agent use cases
Sequence agent use cases
Translate needs into epics
Translate needs into features
Translate needs into user stories
Translate needs into acceptance criteria
Shape scalable solutions
Shape secure solutions
Shape integrated solutions
Identify opportunities for new agents
Identify opportunities for improved agents
Prioritize work based on customer value
Prioritize work based on operational impact
Prioritize work based on risk
Prioritize work based on technical feasibility
Prioritize work based on business outcomes
Lead backlog refinement
Lead release planning
Lead delivery trade-off decisions
Support AI agent design
Support AI agent testing
Support AI agent deployment
Support AI agent optimization
Understand servicing needs
Improve agent adoption
Ensure capabilities meet responsible AI
Ensure capabilities meet risk expectations
Ensure capabilities meet compliance expectations
Ensure capabilities meet security expectations
Ensure capabilities meet operational readiness
Monitor AI-enabled journey performance
Drive continuous improvement after launch
How You'll Work.
Team & Collaboration
AI Agent and Customer Journeys squad; Product teams; Engineering teams; Architecture teams; Data teams; Operations teams; Risk teams; Design teams; Change teams; Frontline teams; Vendor partners; Cross-functional teams
Communication Scope
Stakeholder communication; Senior stakeholder communication
Process & Methodology
Agile delivery, Backlog management, Prioritization, Refinement, Sprint planning, Iterative delivery, Release planning
Full Job Description
_**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,
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