AI-Driven Customer Service Product Lead

NSW Land Registry Services; Sydney; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Gender equity and equality

Family comes first at LRS

Women in Leadership program

Wellbeing initiatives

Job summary

NSW Land Registry Services is seeking a Customer Services Product Manager to lead design, development and improvement of customer services and platforms. You will drive roadmaps for core service channels, including digital platforms and knowledge systems, ensuring accurate, timely outcomes in a regulated environment.

In this role you will coordinate cross-functional initiatives, govern service frameworks, and oversee technology-enabled transformation to improve efficiency and customer outcomes.

Qualifications

• Tertiary qualifications in business, computer science or related field.
• Strong capability in service design, product management and stakeholder engagement.
• Extensive experience in complex operational or regulated service delivery environments.
• Experience interpreting and applying legislation, policies and service frameworks.
• Strong understanding of service standards, KPIs and risk management.
• Experience contributing to technology-enabled transformation including AI-enabled services.

Responsibilities

• Lead design and delivery of customer service products to ensure accuracy and timely outcomes.
• Develop and execute product roadmaps for core customer service platforms, including digital channels.
• Coordinate service design and product initiatives across customer services within quality and risk standards.
• Contribute to governance, policies, and QA practices to ensure policy compliance.
• Drive technology-enabled transformation, including AI-assisted queries and service enhancements.
• Monitor performance and provide strategic recommendations for continuous improvement.
• Build relationships with regulators, lawyers, conveyancers and information brokers.

Skills

Service design

Product management

Stakeholder engagement

Regulated service delivery

Communication

Influencing skills

Problem solving

Education

Tertiary qualifications in business or IT

Job description

NSW Land Registry Services is seeking a Customer Services Product Manager to lead design, development and improvement of customer services and platforms. You will drive roadmaps for core service channels, including digital platforms and knowledge systems, ensuring accurate, timely outcomes in a regulated environment.

In this role you will coordinate cross-functional initiatives, govern service frameworks, and oversee technology-enabled transformation to improve efficiency and customer outcomes.