Product Owner

It starts here. With Bendigo Bank… and you.

About the Role

Step into a strategic leadership role where your vision will directly shape the future of our enterprise contact centre platform. As a Product Owner within our Contact Transformation team (Customer Operations), you will be responsible for the strategic management, continuous development, and enterprise-wide enablement of our Amazon Connect platform, treating it as a critical enterprise asset. You will be the driving force behind our product roadmap, ensuring high availability and delivering scalable capabilities that empower our business units.

If you are a strategic thinker, thrive in a complex environment, and are passionate about driving both automated and human customer journeys while rigorously managing platform-related risks, this is the perfect opportunity to make your mark.

What You'll Do

• Product Ownership & Strategy: Drive, develop, and execute the product roadmap catering to enterprise customer service needs. You will own sequencing, decide on trade-offs, and communicate prioritisation decisions to shape the target state for customer-facing teams.
• Platform & Risk Management: Rigorously own and manage platform-related risks, ensure high availability, and partner extensively with Risk, Compliance, and Cyber Security to ensure all AI, GenAI, and agentic solutions adhere strictly to data privacy regulations.
• Stakeholder Leadership & Influence: Develop and leverage strong relationships across Technology, Customer Enablement, Risk, and external vendors to effectively shape business decisions, build investment cases, and resolve delivery roadblocks.
• Demand & Investment Management: Contribute to the strategic planning process for the Customer Enablement division, translating strategic objectives into actionable plans and supporting demand shaping and prioritisation forums.
• Continuous Improvement & Innovation: Maintain an understanding of competitive positioning and collaborate with data, analytics, and design teams to continuously analyse customer interaction paths, drop-offs, and intent-mapping to optimise automated performance.

What You'll Bring

• Extensive Experience: Minimum of 10 years' commercial experience, including at least 10 years building contact centre capability within financial services (banking industry preferred). Experience in consulting is highly regarded.
• Technical Knowledge: Strong understanding of contact centre technologies (including AI, GenAI, and Agentic systems), enterprise IT architecture, and the associated risks and compliance requirements.
• Strategic & Agile Methodologies: Deep expertise in strategic planning, business design, design thinking, customer experience, and Agile delivery. Agile qualifications are highly desirable, alongside a Bachelor's degree in Commerce, Business, Accounting, or a related discipline.
• Exceptional Stakeholder Management: Demonstrated success in influencing senior stakeholders within a large, complex, and commercial environment, coupled with highly developed verbal and written communication skills.
• Transformational Leadership: An ability to establish an engaging transformational vision, bringing customer focus, subject matter expertise, and a collaborative mindset to the Contact Transformation team.

Why Join Us?

You will be at the forefront of our operational transformation, with the autonomy to shape high-performing, secure, and innovative contact centre experiences. We offer a dynamic work environment that values continuous improvement, strategic execution, and going the extra mile to empower our front-line staff and customers.

Apply Now to take the next step in your career journey with us!

We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This is a permanent, full-time role based at either our Melbourne of Bendigo HQ locations

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now! We don't want you to be missed, so please note that directly emailed CV's may not be picked up by the system and may risk being missed from the process.

We are committed to responding to all candidates, regardless of the outcome of your application.