Product Owner and Value Stream Lead (Executive Manager) Deceased Estates and Authorities

• You’re an accomplished Executive Manager/Product Owner, driven to identify highest impact initiatives and deliver exceptional outcomes with empathy
• We’re committed to offering you a supportive environment in which you can thrive
• Together we can provide the best service in moments that matter

See yourself in our team

The Everyday Banking team supports the full spectrum of customers’ transaction banking and deposits needs from birth through to retirement. We support over 9 million customers manage their day to day spend, save to achieve their financial goals, and more. We have end to end accountability for all Retail Deposits and Transactions products and customer experiences, the groups Open Banking obligations and key customer journeys including Disputes, Deceased Estates and Authorities.

Within Everyday Banking, the E2E Customer Journeys Crew is responsible for the design and delivery of exceptional customer journeys for critical processes such as Disputes, Deceased Estates and Retail Authorities. These journeys are an opportunity to show true care to our customers as they engage with us at moments that matter, when they are in particularly vulnerable circumstances.

Do work that matters

Seamless Estates and Secure Authorities squad is accountable for maintaining and transforming the customer and staff user experience for Deceased Estates, and Retail Authorities (such as 3rd party authorities, Power of Attorney, Financial Management Order). We play a role in providing a seamless experience to customers in moments that matter such as managing a deceased family member’s financial affairs or managing a family member’s banking accounts when they are not able to do it themselves. We have an ambitious transformation agenda, simplifying and digitising these customer journeys, and you can be a part of that.

As the Product Owner and the Value Stream Lead, you will lead the Seamless Estates and Secure Authorities squad to high performance and deliver exceptional customer and business outcomes. You will define the journey vision for Deceased Estates and Authorities, set the goals and create the roadmap and work together with the other Deceased Estates & Authorities squads to ensure successful delivery of objectives to support our goal of achieving an NPS of +30.

Specifically, you will,

• Lead a high performing team and value stream of a customer journey, fostering a culture of collaboration and high-quality output to drive meaningful change.
• Collaborate with colleagues to define, communicate and mobilise the customer journey vision, strategy and customer and staff value proposition.
• Manage performance against OKRs to drive journey outcomes and customer satisfaction.
• Establish mechanisms to identify opportunities to enhance streamline and uplift customer experiences to improve the journey NPS.
• Attract and develop talent through mentoring squad members and other product owners in your value stream.
• Manage relationship with senior business and technical stakeholder to ensure prioritisation is agreed upon and prioritised initiatives get delivered.
• Prepare EGM level materials to ensure agreement on the direction of travel and request guidance and support where needed
• Lead and ensure a positive risk culture exists across the team, ensuring compliance with key internal CBA policies as well as BCOP obligations
• Proactively identifying, managing, and closing issues, incidents, and risk mitigation initiatives
• Ensure projects are delivered with a focus on executional excellence and the Group Delivery Framework with a proactive approach to managing change-associated risks.

We want to hear from you if you have:

• Have proven Product Owner (at Executive Level) or Executive Manager equivalent experience, leading teams to high performance
• Prior experience in product management/customer journeys is beneficial
• Demonstrated success in delivering outcomes and strategic problem-solving
• Strong collaboration skills, with the ability to manage work streams and project activities independently
• Strong commercial acumen with experience in financial services and a proven ability to translate technology solutions into customer benefits
• Exceptional prioritisation skills
• Strong risk management skills, including identifying, assessing, and mitigating potential risks.
• Excellent skills in stakeholder engagement, influencing, and relationship-building.
• Proficient in delivering clear and concise written and verbal updates to senior executives and ability to work through business problems with senior stakeholders.
• Experience working in an agile environment (advantageous)

Advertising End Date: 02/03/2025