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.




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 chance 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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Advertising End Date: 08/06/2026

📌 Product Owner (Senior Manager) Ai Agents And Customer Journeys, Business Banking (Sydney)
🏢 Commonwealth Bank Of Australia
📍 Sydney