Hybrid Digital Product Owner - User-Centred Experience

Australian Financial Complaints Authority Limited; Melbourne; Hybrid; 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 (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.