Digital Product Owner

Australian Financial Complaints Authority Limited; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave options

Family friendly workplace

Job summary

Australian Financial Complaints Authority (AFCA) is seeking a Digital Product Owner to shape and deliver our digital product roadmap for members and consumers. You will own key journeys, prioritise opportunities, and align customer insights with operational needs to drive better outcomes for Australians.

You’ll collaborate with Customer Experience, Technology and Operations to progress from discovery through to delivery, ensuring accessibility and inclusive design.

Qualifications

• Experience as a Product Owner, Digital Product Owner or similar digital product role, preferably across website and digital experience.
• Experience owning and prioritising product roadmaps and backlogs.
• A strong understanding of customer journeys, digital experience and user-centred product development.
• The ability to translate customer and business problems into clear requirements, priorities and outcomes.
• Experience working with multidisciplinary teams across technology, data, customer experience and operations.
• Confidence working in an Agile delivery environment.
• A data and evidence-led approach to product decisions and continuous improvement.
• Strong stakeholder engagement skills and the ability to bring people together around shared priorities.
• A genuine focus on accessibility, inclusion and creating better customer outcomes.

Responsibilities

• Own and evolve the roadmap and backlog for assigned digital products and customer journeys.
• Turn customer, business and operational needs into clear product priorities and outcomes.
• Use customer feedback, Voice of Customer insights, research, complaint data and behavioural analytics to identify opportunities for improvement.
• Guide product enhancements from discovery and definition through to delivery, implementation and continuous improvement.
• Work closely with Customer Experience, technology, data, operations and delivery teams to bring improvements to life.
• Champion digital experiences that are accessible, inclusive and user centred.
• Balance customer value, organisational priorities, operational needs, delivery effort and technical considerations when making product decisions.
• Support Agile planning, refinement and review, navigating dependencies and competing priorities to keep delivery moving.
• Work with change, communications, learning and operational teams to make sure new features and improvements are successfully adopted.
• Track product adoption, performance and customer outcomes, using the insights to continuously improve what we deliver.
• Clearly communicate product priorities, progress, risks and outcomes to stakeholders across AFCA.

Skills

Product ownership

Roadmaps & backlog

Agile delivery

User-centred design

Stakeholder engagement

Data-informed decisions

Digital UX

Job description

Australian Financial Complaints Authority – Melbourne VIC

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

Help shape digital experiences that make it easier for consumers and members to engage with AFCA.

At AFCA, fairness is at the heart of what we do. We’re looking for a Digital Product Owner to join our Membership Services & Customer Experience team and help deliver our digital product roadmap, creating simpler, more accessible and user-centred experiences for the people who use our services.

This is a hands-on product role where you’ll own and continuously improve key digital products and customer journeys. You’ll bring together customer insights, operational needs, data and technology to decide what matters most, turn ideas into clear priorities and guide improvements from discovery through to delivery.

You’ll work across Customer Experience, Technology, and Operations, bringing different perspectives together around one goal: creating digital experiences that deliver better outcomes for our consumers, members and AFCA.

This is initially a 9–12-month contract across our Sydney or Melbourne locations.

What you’ll be doing:

• Own and evolve the roadmap and backlog for assigned digital products and customer journeys.
• Turn customer, business and operational needs into clear product priorities and outcomes.
• Use customer feedback, Voice of Customer insights, research, complaint data and behavioural analytics to identify opportunities for improvement.
• Guide product enhancements from discovery and definition through to delivery, implementation and continuous improvement.
• Work closely with Customer Experience, technology, data, operations and delivery teams to bring improvements to life.
• Champion digital experiences that are accessible, inclusive and user centred.
• Balance customer value, organisational priorities, operational needs, delivery effort and technical considerations when making product decisions.
• Support Agile planning, refinement and review, navigating dependencies and competing priorities to keep delivery moving.
• Work with change, communications, learning and operational teams to make sure new features and improvements are successfully adopted.
• Track product adoption, performance and customer outcomes, using the insights to continuously improve what we deliver.
• Clearly communicate product priorities, progress, risks and outcomes to stakeholders across AFCA.

Qualifications

You’ll bring:

• Experience as a Product Owner, Digital Product Owner or similar digital product role, preferably across website and digital experience.
• Experience owning and prioritising product roadmaps and backlogs.
• A strong understanding of customer journeys, digital experience and user-centred product development.
• The ability to translate customer and business problems into clear requirements, priorities and outcomes.
• Experience working with multidisciplinary teams across technology, data, customer experience and operations.
• Confidence working in an Agile delivery environment.
• A data and evidence-led approach to product decisions and continuous improvement.
• Strong stakeholder engagement skills and the ability to bring people together around shared priorities.
• A genuine focus on accessibility, inclusion and creating better customer outcomes.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modernoffices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities.

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers.

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.