Senior Product Owner (Customer Protection & Support)

Job Description

Create your best future and join Westpac as a

Senior Product Owner (Customer Protection \& Support)

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What’s the role?

You’ll play a key role in shaping how we support customers experiencing financial difficulty. As part of Customer Protection \& Support, you’ll lead the evolution of a modernised collections and hardship platform- designing digital solutions that are simple, scalable and deliver fair, consistent outcomes.

#UNITE will be Westpac’s biggest transformation project ever. It is a business-led, tech-enabled transformation - delivering simplification and benefits for our customers, employees and shareholders.

A major priority for the Group over the next 3 to 4 years, UNITE is about delivering ‘one best way’ to make our processes, systems and tech simpler so we can deliver a better experience for customers, make things easier for our people, and reduce risk for generations to come.

Working across business, technology and risk, you’ll translate our strategic priorities into practical product delivery, ensuring the right experiences are built and delivered effectively.

This is a permanent role based in Adelaide, supported by flexible hybrid working arrangements. We also welcome applications from candidates located in Sydney and Melbourne.

What do I need?

• Deep experience across collections, hardship and recoveries, with a strong track record supporting customers experiencing financial difficulty and vulnerability (essential) complemented by Product Owner capability (highly desirable)
• Proven ability to translate strategic objectives into clear product direction, delivering outcomes that balance customer value, business priorities and technical feasibility
• Strong experience operating in Agile environments, with confidence owning and prioritising product backlogs to drive delivery momentum preferred
• Customer‑centred mindset, with the ability to design and deliver intuitive digital experiences, any exposure to digitisation particularly within sensitive or regulated environments is desirable
• Highly effective stakeholder engagement skills, with the ability to influence across business, technology and risk functions
• Experience shaping decisioning frameworks or digital pathways, with an understanding of how to balance customer outcomes, operational efficiency and regulatory requirements

If you're ready to make a meaningful impact for customers and be part of one of Westpac’s most significant transformations- apply today.

Why join us?

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• 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.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, sustainability and flexibility’ section.