Customer Experience Owner - Payments Tribe - Multiple Roles

Customer Experience Owner - Payments Tribe - Multiple Roles

At ASB, we're more than a bank.

We're a purpose-led organisation helping people, communities, and our environment thrive together.

With a proud history and a clear vision to support New Zealanders in getting one step ahead, our work is guided by the values of Courage, Care, and Curiosity.

We're bold in challenging the status quo, we genuinely care about those we work with and serve, and we're always exploring new ideas to improve how we work.

As one of Aotearoa's most trusted banking partners, we offer the scale and stability of a large organisation, while recognising and valuing each person's contribution.

Your ideas, growth, and impact matter here and you'll be supported to do meaningful work every day.

Mo te Turanga | About the roles

ASB's newly formed Payments Tribe is a group of cross functional squads working together towards a common goal of building and operating the infrastructure that enables New Zealanders to transact locally and globally by facilitating effortless and secure payments that reliably keep life and business moving.

Our work ensures ASB remains a trusted partner in every transaction.

You'll help shape the future of payments by enhancing our platforms, products, and customer experiences.

As a Customer Experience Owner, you'll lead cross-functional squads to design and deliver experiences that meet customer needs and drive business value.

You'll champion innovation, challenge the status quo, and ensure customer perspectives are at the heart of everything we do.

Key responsibilities

Lead squads to create customer-centric experiences and deliver business value

Prioritise work that aligns with Tribe and ASB strategy, balancing innovation and improvement

Represent the customer in all squad activities, driving better outcomes

Build and maintain clarity on customer needs and outcome visibility

Create, prioritise, and refine epics, features, and backlogs with a focus on customer and business requirements

Foster a safe environment for experimentation and learning

Measure and share squad outcomes aligned to Tribe goals and OKRs

Collaborate across the Tribe and wider leadership to manage risks, dependencies, and remove blockers

Ensure delivery follows ASB's model, including risk management and controls

Turn business needs into realistic funding and capability requests

The Portfolios

ASB's Payments Data squad manages the full lifecycle of our data products, making sure they deliver real value and support our business goals.

As a CXO for Payments Data, you'll work with technical experts and business stakeholders to set the vision and strategy, turn business needs into technical requirements, and champion adoption across the organisation.

You'll also oversee development, maintain data quality and governance, and look for opportunities where data can solve challenges and create better outcomes.

A strong understanding of data architecture, familiarity with languages like Python, and experience with tools such as data warehouses and databases will help you succeed in this strategic role.

CXO Domestic Payments x 2

ASB's RealTime squad brings our FastNet Classic and ASB Mobile experiences to life by connecting them to our cloud-native payments processing engine.

As a CXO for RealTime, you'll partner with Digital stakeholders and project teams to design and deliver seamless end-to-end experiences focused on Open Banking and Online Banking payments and transfers.

This role is about shaping strategy, driving collaboration, and creating solutions that make banking easier for our customers.

CXO Digital International Payments

ASB is reimagining international payment experiences across our Retail and Business & Corporate digital channels.

As a CXO for Digital International Payments, you'll lead two established cross-functional squads to design, develop and deliver new digital experiences that make sending money across borders simple and seamless.

This role is about shaping strategy, driving collaboration, and ensuring these solutions meet the needs of our customers and business.

CXO Shield

ASB's Shield squad is the backbone of our Payments Platform, ensuring it stays secure, reliable and always available.

As a CXO for Shield, you'll lead a cross-functional team focused on protecting and strengthening our payment systems through robust security, governance and continuous improvement.

You'll bring a highly technical background, shaping strategy, driving collaboration, and delivering trusted payment experiences for our customers by maintaining platform health and resilience.

You're a strategic thinker with a passion for creating exceptional customer experiences.

You bring courage, clarity, and collaboration to everything you do, confidently challenging the status quo to drive meaningful change.

With the agility to connect vision to action, you deliver innovative solutions and skilfully manage creative processes to bring new ideas to market.

Your strong stakeholder management enables you to align teams for outstanding customer outcomes, while your broad technical capability allows you to leverage data, digital, and technology to inform decisions.

Committed to learning, transparency, and customer obsession, you're comfortable balancing incremental improvements with bold, new initiatives.

We're looking for someone with :

Proven leadership

in customer experience, technical product ownership or service design within payment systems

Ability to

influence and align cross-functional teams

towards customer-centric goals

7+ years' experience

in customer experience, product management or backend payment systems

Track record of

managing customer journeys

and delivering experience improvements in financial services or payment platforms

Background in

banking, financial services or payment technology

Familiarity with

agile delivery models

and real-time transaction systems

Deep understanding of

domestic payment flows, clearing systems and backend transaction processing

Knowledge of

customer experience frameworks

and service design principles applied to backend systems

Ability to use

data analytics tools

to derive insights and inform decisions

Technical Product Ownership

experience in an Agile environment, delivering services and products

Strong

commercial acumen

to lead prioritisation discussions with stakeholders

Awareness of

availability, resilience and cyber security concepts

Understanding of

modern technology paradigms

including APIs, cloud, event-driven architectures and microservices

Te mahi ki ASB | Working for ASB

ASB's sense of who we are and what we stand for is grounded in our values.

They guide our business in our day-to-day interactions with our team, customers and community.

They are what makes ASB, ASB.

Career Growth :

Access to learning and development through training sessions, courses, and internal opportunities

Inclusive Culture :

Join values-led teams that celebrate diversity and support employee-led communities

Health & Wellbeing :

Southern Cross Wellbeing One health insurance, lifestyle and volunteering leave, and mental wellbeing support

Meaningful Benefits :

Enjoy discounted banking, insurance, and a generous parental leave top-up

Impactful Work :

Be part of a purpose-led organisation that makes a difference for New Zealanders

Ready to shape the future of payments at ASB?

If you're passionate about creating exceptional customer experiences and want to make a real impact, we'd love to hear from you.

Apply now and help us build the next generation of payment solutions for New Zealanders.

To serve a diverse community, we need a diverse organisation.

We encourage applicants from all backgrounds who bring unique perspectives and thinking styles that add to the culture and performance of our team.

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