Customer Experience Owner - Cross Border Payments

Customer Experience Owner – Cross Border Payments – Payments Tribe

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 role

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.

This Customer Experience Owner role sits within the Cross Border Domain of the Payments Tribe. This domain is pivotal in enabling ASB to support the safe and secure initiation and processing of international payments for our entire customer base. You will be leading a Cross Functional team focused on supporting payment processing with a platform and technology lens. Our immediate focus is transforming our processing applications to be ISO20022 compliant while also ensuring we appropriately run and maintain our existing services.

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

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 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, compliance 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
• Strong commercial acumen to lead prioritisation discussions with stakeholders
• Experience working across the Payments domain with background in International Payments from a technology perspective (desirable)
• Knowledge in Swift is desirable and will help you to hit the ground running, but not a must

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.