Chief Product Owner, AI Servicing
Create your best future and join Westpac as our Chief Product Owner, Digital - AI Servicing.
This is an opportunity to shape one of the most exciting frontiers in banking: how millions of customers interact with Westpac through AI-powered chat, search and self-service experiences.
As Chief Product Owner, Digital - AI Servicing, you'll define the vision, strategy and roadmap for the experiences that help customers find answers, solve problems and get things done faster and more intuitively than ever before. Responsible for a brand new domain, you'll lead the evolution of conversational AI, intelligent search, digital help and next-generation customer assistance capabilities across our digital channels.
As a senior leader within Digital, you'll translate strategic ambition into customer experiences that are simple, intelligent and genuinely useful. You'll bring a strong point of view on how AI can transform customer engagement, using technologies such as conversational AI, search, knowledge discovery and digital assistance to reduce friction and create moments that feel effortless.
This isn't a traditional management role. We're looking for a proven product leader who has personally shaped and delivered exceptional customer-facing digital experiences at scale. Someone equally comfortable defining long-term strategy, reviewing customer journeys, interrogating product metrics, challenging design decisions and leveraging AI to accelerate outcomes.
You'll lead and coach a high-performing team of Product Owners while fostering a culture focused on customer value, experimentation, accountability and continuous improvement. Importantly, you'll help define how agentic AI becomes embedded into the way we build products, make decisions and deliver better outcomes for customers and bankers alike.
Success in this role means creating a world class agentic AI-powered experiences that customers genuinely love. It means transforming search into discovery, turning digital help into intelligent guidance, and ensuring every interaction feels more personalised, relevant and valuable. Most of all, it means helping Westpac build the future of digital banking, not simply manage the present.
To be successful in this role, you'll demonstrate the following:
- Proven experience owning and delivering large-scale customer-facing digital products, with clear customer and business outcomes achieved.
- Significant product leadership experience within conversational AI, digital chat, intelligent search, virtual assistants, knowledge management, self-service and related digital customer experiences.
- A track record of defining product strategy, vision and roadmaps for complex digital ecosystems and translating strategy into measurable results.
- Deep expertise in customer experience design, including personally challenging customer journeys, simplifying experiences and raising digital experience standards.
- Demonstrated hands-on use of AI to improve product discovery, planning, decision-making and delivery, with tangible improvements in speed, quality or efficiency.
- Experience leading, coaching and developing Product Owners, building high-performing product teams and driving an outcomes-over-output culture.
- Strong commercial and strategic judgement, including evidence of prioritisation, investment decisions, simplification initiatives and outcome ownership.
- Experience leading digital products at enterprise scale, ideally within a highly regulated, customer-centric environment.
- Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
- Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
- Tailored learning and development opportunities to help your grow your career within the bank.
- Lots of opportunities to 'give back' to the Community by getting involved in our many volunteering initiatives.
