DO WORK THAT MATTERS

As the Product Owner for Assisted Servicing – Customer Service Hub, you will lead the transformation of how our service teams operate to deliver faster, better, and more consistent assisted experiences for our Corporate & Institutional clients. You will be responsible for optimising ways of working across service teams, ensuring our people are empowered with the right tools, workflows, and insights to deliver exceptional customer outcomes.
This role is central to our ambition to be the leading Corporate & Institutional Banking Franchise. You will drive the strategic use of Salesforce as our Servicing Channel for Institutional Service teams, enabling seamless collaboration, intelligent case management, and real-time visibility across the service lifecycle.

• Own the product vision and roadmap for the Assisted Servicing capability within the Customer Service Hub.
• Lead the optimisation of service team workflows, ensuring faster resolution times and improved customer satisfaction.
• Champion the strategic integration and use of Salesforce as our Servicing Channel for Institutional Service teams, streamlining case management and enhancing collaboration.
• Engage directly with frontline teams and customers to understand pain points, validate needs, and co-design solutions that solve real problems.
• Balance strategic thinking with strong execution to deliver measurable improvements in service performance and customer experience.
• Embed a customer-obsessed mindset across the crew, using Voice of Customer (VoC) insights to inform product decisions.
• Collaborate with stakeholders across operations, compliance, technology, and product to ensure alignment and operational excellence.
• Maintain and prioritise the product backlog, ensuring delivery of high-value features and enhancements.
• Monitor industry trends, regulatory changes, and internal performance metrics to continuously evolve the product strategy.
• Foster a culture of continuous improvement, innovation, and risk awareness.