Product Owner – Intelligent Comms

See yourself in our team

The Home Buying team helps more Australians achieve home ownership by managing the end-to-end Home Loan experience across distribution, acquisition, customer experience, risk, and continuous improvement.

The Apply with Ease crew is reimagining how customers apply for home loans, making the experience simpler, faster, and more transparent. We are a collaborative, customer-focused team that values diverse perspectives to deliver better outcomes for customers and colleagues.

Do work that matters

You’ll lead how customers and staff stay informed, confident, and in control throughout the home loan application journey—transforming today’s reactive updates into proactive, event-driven communications.

As Product Owner for Intelligent Communications, you’ll define and deliver a communication experience that provides clear visibility of application status, next steps, and progress. You’ll design timely, relevant, and personalised communications across channels—ensuring customers feel informed, supported, and confident during a key financial moment, while reducing follow-up and avoidable inbound contact.

You’ll also enable staff with consistent visibility of what’s been communicated and what happens next, supporting more seamless and confident customer interactions. Partnering across Application Experience, STP orchestration, Offer, Settlement, and channel teams, you’ll ensure communications are accurate, measurable, and aligned to real-time application events.

Using customer insights, complaints, and operational data, you’ll identify friction points and prioritise improvements that simplify the journey, improve transparency, and drive stronger customer and business outcomes.

Deliver measurable outcomes including reduced inbound contact, improved application visibility, and stronger customer confidence across the journey.
Operate within a complex, regulated lending environment, ensuring communications are accurate, auditable, and aligned to real-time application events.

This is a high-impact role at the centre of the HOME platform, shaping how customers experience one of life’s most important financial decisions.

As a Product Leader, you will:

• Set the vision and strategy for intelligent, event-driven communications across the Home Loan application journey

• Lead a squad delivering proactive updates, status visibility, and next-best-action communications

• Use customer insights, complaints, and operational data to identify friction, prioritise improvements, and enhance transparency

• Reduce customer follow-up and avoidable inbound contact by improving communication clarity and timing

• Define and manage the product roadmap across notifications, status tracking, and staff communications

• Partner across Product, Technology, Data, Risk, Operations, and channels to deliver scalable, aligned solutions

• Establish and track measures of success, including improved customer experience, reduced inbound contact, and stronger progression through the application journey

• Use data and analytics to measure performance, while managing dependencies, risks, and stakeholder alignment across a complex environment

We’re looking for candidates with:

• Strong product leadership with the ability to turn ambiguous problems into clear outcomes

• Experience improving customer journeys, communications, or service experiences

• Understanding of lending, operations, or regulated environments

• Ability to use data, customer feedback, and insights to prioritise improvements

• Commercial mindset, linking experience improvements to measurable outcomes

• Strong stakeholder engagement and influencing capability across cross-functional teams

• Ability to simplify complex processes into clear, customer-friendly experiences

• Experience operating in complex environments and balancing customer outcomes, delivery constraints, and risk considerations

If you’re passionate about transforming how customers experience one of life’s biggest financial moments, and want to lead meaningful, high-impact change, apply now.