Job Description

Create your best future and join Mortgages as a Chief Product Owner, Servicing Experience.

What’s the role?

The Chief Product Owner, Servicing Experience is accountable for the strategic direction, customer outcomes, operational performance and risk outcomes across Westpac's end-to-end mortgage servicing experience. Acting as the business owner for the servicing ecosystem, you'll shape the future of how customers manage and maintain their home lending relationship with Westpac.

Working across Product, Technology, Operations, Risk and Transformation, you'll define the long-term servicing strategy, set investment priorities and lead delivery across critical customer journeys including repayments, direct debits, loan maintenance, product switching, security variations, discharges, retention and loyalty. You'll drive simplification, digitisation and automation at scale while balancing customer outcomes, operational performance, risk obligations and commercial value.

This is a highly visible enterprise leadership role responsible for influencing strategic decisions, leading complex transformation initiatives and developing product leadership capability across a large and diverse stakeholder environment.

What do I need?

• Executive leadership experience within mortgage servicing, lending, banking or financial services.
• Proven ability to develop and execute product strategy and transformation roadmaps.
• Deep understanding of customer servicing journeys and process optimisation.
• Strong experience in digital transformation, automation and technology modernisation.
• Demonstrated capability managing risk, controls, governance and regulatory obligations.
• Ability to make strategic decisions balancing customer outcomes, risk, efficiency and commercial value.
• Exceptional stakeholder management with experience influencing senior executives and enterprise-wide teams.
• Strong commercial, strategic and customer-centric mindset.
• Experience operating in a large, complex and highly regulated environment.

What will you be responsible for?

• Define the strategy, roadmap and investment priorities for the Servicing Experience portfolio, balancing customer, commercial, risk and operational outcomes.
• Own end-to-end servicing journeys, including repayments, loan maintenance, product switching, security variations, discharges, retention and loyalty.
• Drive simplification, digitisation and automation to improve customer outcomes and operational efficiency.
• Lead servicing transformation initiatives, including platform modernisation and embedding change into BAU.
• Make strategic trade-off decisions balancing customer outcomes, risk, commercial value and delivery priorities.
• Own servicing-related customer, conduct, operational risk and control outcomes.
• Sponsor governance, remediation and control uplift initiatives across the portfolio.
• Partner across Operations, Technology, Risk, Finance and Delivery to drive priorities and resolve dependencies.
• Influence senior leaders on strategic direction, funding and investment decisions.
• Shape the future servicing operating model, capabilities and platforms to deliver sustainable customer and business outcomes.

Our Promise to You

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.