Purpose:
The Enterprise Customer Onboarding & Mastering (ECOM) Domain provides best in class customer onboarding and ensures customer profiles are complete, accurate and connected to all other Digital and Banker systems in the bank.
ECOM has a significant delivery roadmap to build these new capabilities, while the Domain is also rapidly evolving to manage and optimise BAU “services” and pursue next horizon opportunities aligned to the 3-year strategic plan.
The role will:
- Work closely with business stakeholders and SMEs to investigate and shape key initiatives to improve customer experience in relation to ECOM onboarding and customer profile management services. Create and champion a product/feature vision that is aligned to customer/banker needs and clearly articulates the ‘what’ and the ‘why’ of anything we do
- Elicit and breakdown needs/ideas into epics, features and/or user stories, and partner with business analysts to elaborate and document clear and detailed requirements and acceptance criteria that trace back to the business need(s) and align to the ECOM strategic roadmap; in addition, define clear measures of success
- Partner closely with NAB Technology teams, business teams and technology vendors to shape appropriate solutions to meet requirements, all the while considering options for rapid and incremental releases of business value
- Fully immerse and embed with NAB Technology squads supporting ECOM initiatives, to ensure squad delivery velocity is maximised and features are appropriately and regularly sequenced and prioritised
- Represent the voice of the customer and build strong relationships with key business stakeholders, clearly communicating the ECOM vision/objectives/commitments, to help bring alignment of our initiatives with other domains.
- Consider the broader application of the product/feature in the NAB ecosystem, and identify opportunities for re-use/adaptation that benefits the enterprise and influences prioritisation
- Be an expert in the product, speaking confidently to its use and application; in addition, the role will be cognisant of broader product applications across industry/market that may be of relevance to the solutions NAB introduces
- Be flexible to changing demands and priorities, and will drive outcomes in a fast-paced, dynamic environment.
Capabilities, Experience & Qualification Requirements :
Essential capabilities
- Ability to analyse and solve complex problems in a structured manner
- Ability to work independently and think creatively
- Customer advocacy and empathy
- Needs analysis (needs v want)
- Decision making/prioritisation (incl trade-offs)
- Communication (all forms), including translation between tech/business
- Negotiation/influencing
- Stakeholder/relationship management
- Approach to ascribing ‘value’
- Ability to lead and inspire
Thinks broadly within defined strategies and policies to meet business needs. Adapts and determines new and innovative solutions. Clear thinking under pressure
Other capabilities
- Leadership
- Risk management
- In depth product knowledge
Experience
2+ years as a product owner, preferably in a large bank/finance-based business
- In-depth understanding of financial products, processes and systems
- Creativity and simplifying complex processes and issues, problem solving and data-driven decision making
- Extensive experience working in an Agile delivery environment and familiarity with HCD techniques
- Ability to communicate a product vision to key stakeholders and teams, developing it into a shaped backlog of key features, user stories and goals for individual sprints
- Comfortable playing a leadership role, including facilitating workshops with cross-functional business and IT teams through the discovery, development and operational usage stages of change
- Ability to innovate, adapt and grasp new skills and content
- Ability to work closely with key stakeholders and build collaborative partnerships
- Experience delivering into large scale Operations teams
- Large scale transformational change experience – people, process and technology
Non essential
Understanding of AML/CTF and Sanctions regulatory frameworks highly regarded.
Qualification Requirements (Optional)
- Tertiary qualified with a degree in Business and preference for post graduate qualifications
- Agile certifications preferred
