Customer Experience Owner

**Customer Experience Owner - Payments Tribe - Multiple Roles**

**Mō Mātou | About us**

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.

**Mō te Tūranga | 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**

**CXO Data Engineering**

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.

**Ō Pūkenga | About you**

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