Digital Lead Product Owner – GenAI Chatbot

As a Digital Lead Product Owner for GenAI Chatbot at ING Australia, you’ll drive the strategic development and delivery of chatbot and human chat experiences across digital platforms.

This role will lead a stream of initiatives focused on building and scaling a GenAI-powered chatbot, including managing bot training, content management, risk and compliance integration, and performance optimisation. The project involves delivering a seamless, intelligent, and compliant conversational experience across ING’s digital platforms, including integration into the mobile app.

Our ideal candidate will come from highly regulated industries, have extensive experience in digital product ownership, a strong understanding of mobile and online platforms, been in a business facing role and a proven ability to lead in agile, GenAI implemented experience and data-driven environments with complex stakeholder landscapes.

What you’ll do

• Lead the end-to-end delivery of ING’s GenAI-powered chatbot and human chat experiences, from concept through to launch and lifecycle management.
• Own and prioritise the product backlog, ensuring alignment with business value, customer needs, and regulatory requirements.
• Coordinate across multiple streams including bot training, content management, labelling, and risk/compliance to deliver a seamless and compliant chatbot experience.
• Collaborate with cross-functional squads of data analysts, engineers, UX, and business stakeholders to define and deliver roadmap milestones.
• Drive continuous improvement by measuring chatbot performance, gathering insights, and iterating on features to enhance customer experience.
• Act as a key stakeholder liaison, managing expectations, resolving dependencies, and ensuring alignment across internal teams and external vendors.

What we’re looking for

• Certified Scrum Product Owner
• 5+ years of experience as a Product Owner or in a similar role within complex digital or technology environments, ideally with exposure to agile delivery.
• Solid understanding of chatbot technologies, GenAI, and data-driven product development, with the ability to translate business needs into technical requirements.
• Experience working in highly regulated industries such as banking, insurance, telecommunications, or healthcare, with a solid grasp of compliance and risk considerations.
• Proven ability to lead cross-functional teams, manage product backlogs, and deliver customer-centric digital solutions across mobile and web platforms.
• Excellent stakeholder management and communication skills, with the confidence to influence, challenge, and align diverse teams and priorities.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you’d feel at home? We’d love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more? 
Contact Rachel Yuen on rachel.yuen@ing.com   

Applications close 18th June 2025
 

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