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Salary- Permanent, full-time opportunity
- You have an absolute passion to deliver the best digital experiences for customers
- We are a team of big thinkers, defining the future of banking
- Together, we will support more Australians into their homes
The Home Buying team is building a brighter future for all by unlocking the dream of Home Ownership for all Australians. This is achieved through the end-to-end management of the Banks Home Loan business including distribution through proprietary and third-party channels, acquisition, retention, customer experience, risk, change and continuous improvement.
The Home Buying Manage & Own Crew is responsible for the in-life experience of our Home Loan customers ensuring customers maximise value from their loan and can seamlessly make changes when they need to. We support customers across all channels, Digital, Proprietary and Third Party Broker as well as our partners in the Group Operations Customer Retention team.
The Digital Engagement Squad designed and delivers superior digital experiences that help customers to extract maximum value from their loan with CBA. The squads immediate focus is the Everyday Offset feature owning both the digital tools and assisted processes that customers engage with to set up, link and manage their offset accounts.
Do work that matters
As a Product Owner (at the Senior Manager Level) you will report to the Crew Lead, Manage & Own Crew . You will lead a highly capable squad consisting of Product SMEs, UX Designers and Engineers to deliver exceptional customer experiences and promote Digital Engagement. You’ll partner with channels to deliver new features while balancing commercial outcomes and managing risk within regulatory requirements and organisational risk appetite. You are passionate about making the Home Loan experience simpler and driving NPS +30 by removing customer effort and creating wow moments.
As the Product Owner you will be strategically meeting customer product needs, optimising processes for distribution partners and improving customer experience whilst conducting proactive analysis and financial management.
Key Responsibilities
- Defining the Digital Engagement squad product vision, goals and roadmap aligned with the Home Buying Manage & Own Crew objective and purpose to deliver outstanding customer experience;
- Developing and designing new experiences or enhancing existing ones to address identified needs or opportunities.
- Accountable for addressing impediments, driving decisions and resolving escalations to simplify the Home Loan Digital technology and process for all channels.
- Act as the voice of the customer and translate this for the team to drive a collaborative approach to problem solving.
- Measure and experiment to ensure every initiative is delivering value to customers and shareholders.
- Identify, articulate and manage risks and compliance across streams of work.
- Incorporate design thinking and analytics to inform product design.
- Lead and develop the product roadmap, and engagement with senior stakeholders/ business units to manage the delivery of product roadmap.
- Lead the squad day-to-day to deliver change and lifecycle activities.
- Maintain a healthy prioritised Backlog to deliver business and customer outcomes.
- Manage senior business, risk and technical stakeholders to ensure that prioritisation is understood and agreed to.
- Manage the squad’s performance to defined objectives including OKR tracking, etc.
- Proven Product Owner experience.
- Understanding of Home Buying products.
- Home Loan Operations experience & expertise
- Are experienced in definition of Product Roadmaps, delivery of Product vision.
- Strong stakeholder engagement and management capabilities. Success in the role requires the ability to lead and influence without direct authority.
- Experience with Agile methodology, working within an Agile Matrix would be ideal.
- Advanced analytical and problem solving capability
- Experience in retail banking and home loans desirable
- Customer & data obsessed
- Experience in Operational Risk management
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 06/03/2024
