Head of Digital — Donor Experience & Growth

Australian Red Cross Lifeblood; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Parental leave

Salary packaging

Annual leave

Employee assistance program

Job summary

Australian Red Cross Lifeblood is seeking a Head of Digital to lead the Donor Experience strategy, roadmap and digital ecosystem. You will guide product across web, self-service and emerging channels to deliver personalised, human-centred donor journeys.

You will oversee a multidisciplinary team, drive data-informed decisions, and shape AI-enabled experiences while navigating a complex regulatory environment. Flexible working options are available across Australia.

Qualifications

• Senior leadership experience across digital product, digital experience, digital platforms or transformation.
• Experience leading multidisciplinary teams across product management, UX/UI, service design, content and optimisation.
• Strong product operating model expertise, including portfolio prioritisation, discovery, delivery, benefits realisation and continuous improvement.
• Experience managing complex digital ecosystems spanning web, mobile, customer service and digital channels.
• Deep knowledge of human-centred design, accessibility, customer research and behavioural analytics.
• Experience translating customer and business needs into digital roadmaps, investment priorities and measurable outcomes.

Responsibilities

• Lead the Donor Experience digital vision, strategy and multi-year roadmap, prioritising investment and balancing optimisation of today’s services with future transformation.
• Own the performance and lifecycle of donor-facing digital products across web, self-service and emerging channels, creating connected, accessible and human-centred experiences across the end-to-end donor journey.
• Partner across customer, marketing and data teams to deliver personalisation, using behavioural analytics, customer insights and experimentation to optimise experiences and demonstrate measurable value.
• Set the strategic direction for AI, automation and emerging technologies, identifying opportunities to improve customer outcomes while ensuring appropriate governance, safeguards and human support.
• Partner with ICT and architecture leaders to ensure digital platforms and capabilities are scalable, secure, reliable and fit for customer and operational needs.
• Provide leadership across an evolving Scaled Agile Release Train spanning exploration, discovery, and delivery, investment, change readiness and benefits realisation, bringing product, design, technology and operational teams together around shared outcomes.
• Lead and develop a high-performing multidisciplinary digital team, building capability across product, design, content, analytics, accessibility, experimentation and AI literacy while fostering curiosity, accountability and continuous improvement

Skills

Senior leadership

Digital strategy

Product management

UX/UI

Data analytics

Stakeholder management

Change leadership

Tools

SAFe

Lean Portfolio Management

AI governance

Job description

Australian Red Cross Lifeblood is seeking a Head of Digital to lead the Donor Experience strategy, roadmap and digital ecosystem. You will guide product across web, self-service and emerging channels to deliver personalised, human-centred donor journeys.

You will oversee a multidisciplinary team, drive data-informed decisions, and shape AI-enabled experiences while navigating a complex regulatory environment. Flexible working options are available across Australia.