Product Manager - Customer Support Experience Voice

{"description": " Product Manager - Customer Support Experience Voice, Bankwest

• You're an accomplished Product Manager, driven to deliver exceptional customer outcomes
• We value an inclusive team culture that promotes collaboration and innovation at their core
• Together, we can rewrite the experience for millions of customers

See yourself in our team

Bankwest has a rich heritage. We're proud to be part of the fabric of Western Australia with a strong culture built on local support.

At Bankwest, everything starts and ends with the customer - and that's a good thing. Our colleagues are empowered to make decisions supported by leaders who value diversity of thought and ideas. It's where done is better than perfect because rapid iteration and moving quickly produces a better result for our customers.

Your Team

The Customer Support Experiences Crew is responsible for transforming customer interactions with the bank by introducing the latest innovative digital solutions in customer engagement. We are a small team that works closely with teams across Bankwest to drive continuous improvement, innovation and customer satisfaction by using the latest technology and industry best practice.

Do work that matters

You will be reporting into the Senior Product Owner within the crew, you will support squads within the crew to identify, develop and refine customer support experiences that will deliver sustainable benefits whilst improving customer satisfaction.

More specifically you will:

• Ensure we are driving digital first, cost reduction and improved customer outcomes
• Support delivery on our strategy to deliver an Omnichannel customer and colleague experience for voice and chat
• Support our simplification journey to move to modern technology platform while improving the customer experience to drive customer satisfaction
• Manage the end-to-end life cycle of customer support experiences including reviewing features, feedback and complaints to identify opportunities for improvements of the overall experience
• Support the identification, articulation and management of risks and compliance
• Provide subject matter expertise and execution of deliverables that will enhance the support experience

We would be interested in people with:

• Experience with contact centre technologies including chat, messaging and voice
• Experience with leveraging AI and Gen AI to improve efficiencies and drive automation
• Strong analytical skills to drive the right business outcome
• Strong stakeholder management skills with the ability to manage conflict, priorities and differing viewpoint
• Understanding of the impacts of product implementation and compliance across the organisation
• Ability to think conceptually with delivery experience across Agile methodology (Desired)
• Excellent planning, organisational and time management skills
• Excellent written and verbal communication skills.

Working with us:

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you. At Bankwest, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to recruit people who represent the diversity of our customers and our society. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within Bankwest.

If this sounds like the role for you then we would love to hear from you. APPLY NOW!

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.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 16/04/2026", "salary_raw": "Row(double=None, string=None)"}