Product Owner - Conversational AI Products

Req ID: 107761

Department: AR Customer Engagement Hub

Division: Australia Retail

Location: Docklands

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Product Owner – Conversational AI, you will lead the strategy, design, and delivery of AI-driven digital assistants that transform customer and employee engagement across Australia and New Zealand. Operating within the Enterprise Customer Contact team, you will define and execute the roadmap for conversational AI initiatives, ensuring alignment with broader service and sales strategies. This role requires strong expertise in AI, emerging technologies, and digital trends, combined with the ability to deliver innovative experiences at scale in a fast-paced, agile environment.

You will collaborate with cross-functional squads and strategic technology partners to create intelligent automation experiences that reduce inbound contact volumes, improve operational efficiency, and enhance customer satisfaction. Success will be measured by delivering solutions that simplify interactions, deepen relationships, and improve financial wellbeing, while achieving key business outcomes such as NPS, CEI, EX OKRs, and growth targets.

Recruitment for this role covers two exciting opportunities:

Customer Assistant Product Owner
Banker Assistant Product Owner

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full-Time, 40 Hours

What will your day look like?

As a Product Owner - Conversational AI Products you will:

Define and execute strategy for conversational AI across customer and/or employee experience.
Manage product roadmap for AI assistants, balancing delivery and innovation.
Prioritize AI product portfolio using data-driven insights for impact.
Drive automation benefits to reduce contact volumes and boost productivity.
Track KPIs and outcomes, ensuring continuous improvement and performance.
Collaborate with operations for adoption and readiness across channels.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Proven experience in designing, delivering, and scaling conversational AI solutions across both customer and/or employee experience.
Background in digital product management, product ownership, customer experience, or AI strategy within a large organisation, with demonstrated successful outcomes.
Deep understanding of customer contact operations, including service, sales, technology, people, and processes.
Track record of executing digital strategies that deliver measurable commercial results and enhance customer impact.
Expertise in working within scaled agile environments, with strong program delivery and change execution capabilities.
Experience in transformation or program management, including managing risks and dependencies effectively.
Strong analytical skills and data-driven decision-making, with proficiency in impact sizing and performance tracking.
Exceptional communication and influencing skills, with the ability to engage senior leaders and articulate complex ideas to diverse stakeholders.
Demonstrated ability to lead teams, nurture talent, and foster a culture of innovation and continuous improvement.
Ability to navigate ambiguity and create clarity in dynamic, fast-paced environments.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 107761 .

Job Posting End Date

14/01/2026 , 11.59pm, (Melbourne Australia)