Product Experience Owner, Business Sender Pick Up

Australia Post; Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible hybrid work

Exclusive team member discounts

Health and wellbeing resources

Job summary

Australia Post in Melbourne is seeking a Product/Experience professional to own the end-to-end pick-ups experience for business customers, from onboarding to booking and tracking.

You will bridge engineers and business stakeholders, define customer journeys and backlog, and ensure releases line up with customer outcomes in the national Customer Experience Transformation program.

This two-year maximum-term role offers hybrid work and opportunities to grow within a large national logistics business.

Qualifications

• Background in Product, CX or Digital disciplines; translate customer needs into clear requirements.
• Ability to align engineers and business leaders and maintain momentum across priorities.
• Tertiary qualifications or equivalent experience in a related field.

Responsibilities

• Define and maintain features, epics, user stories and acceptance criteria for pick-up journeys.
• Keep the pick-up journey joined up across portals, integrations and operations.
• Bridge technical and business stakeholders to align discovery, scope and outcomes.
• Track delivered results and feed gaps back into the roadmap.

Skills

Product

Customer Experience

Digital

Education

Tertiary qualifications

Job description

Every day our Australia Post and StarTrack drivers pull up at the docks, warehouses and shopfronts of tens of thousands of Australian businesses and collect their parcels.

At peak we move more than 3 million parcels in a single day. That pick-up is where our relationship with a business customer becomes real, and it is the experience you will own.

The ambitious team in our Parcels, Post & eCommerce division, consisting of product, experience and Freight Services teams are committed to powering eCommerce and delivering the best delivery services in Australia.

You’ll join a business in a strong market position and turn complexity into simple customer experiences and growth opportunities.

Customer focused and committed to winning in the right way, this team builds the experiences that help Australian business grow … you’ll be set up to thrive in a supportive environment. An environment where our training, coaching and development will push you towards your career goals and beyond.

Join a team where you can help Australian eCommerce Deliver, join PPECS.

About the opportunity

This role will be a 2 year maximum term contract as an Australia Post employee on a salary with all the same leave entitlements etc as a permanent contract but with an end date 24 months after start date.

You own the pick-ups experience end to end. How a business customer gets onboarded for pick-ups, books one, changes it, confirms it and tracks it.

Every step from the moment a customer decides they need us to collect, through to the moment our driver walks out the door with their parcels.

The business is investing hard behind that work.

We put $413.3 million into our network, technology and facilities in FY26, opened or upgraded 14 facilities, doubled our Parcel Locker network to 1,510 locker banks and acquired Rendr to expand delivery options. Parcels and Services revenue hit $8.01 billion, up 4.8%, with parcel volumes up 5.3% on the back of eCommerce growth. Australians spent a record $82.6 billion online in 2025, up 14% year on year. Our Customer Experience Transformation program is the national program replacing around 25 legacy portals with one platform, and pick-ups sits inside it.

Reporting to the Group Experience Manager, Lodge and Track, you define and ready the customer journeys, features and backlog that let concurrent releases ship cleanly. You are the bridge between technical and business stakeholders. You’ll work with the Customer Experience Transformation team, the Business and Product Owner team, the Freight Experience Leadership Team, Network Operations and delivery partners. You’ll know you’ve succeeded when discovery intent, feature scope and what customers actually get all line up, and rework drops. This role is based at Burnley in Melbourne.

You’ll also

• Define and maintain high-quality features, epics, user stories and acceptance criteria that delivery teams can build from.
• Keep the pick-up journey joined up across portal, integrations, support and Network Operations, so what a customer books is what a driver turns up to do.
• Cut the friction out of pick-up onboarding and booking, building on work like the Freight Questionnaire and our zero days to onboard goal.
• Bring customer insight, feedback and segmentation into how features get defined and refined.
• Track delivered outcomes and in-market performance, then feed the gaps back into the roadmap.

About you

You’re a translator. You sit between engineers and business leaders and give both sides a shared understanding of the goal. You structure ambiguous requirements into something a squad can build. You hold detail without losing the customer, you communicate early, and you put the customer and the enterprise ahead of your own agenda. You are the voice of customer, you are the person in the room that always wants to know what is going to delight our customers, what do our customers want and how can we make things better for them.

For you, it's all about the customer

You’ll also

• Bring a background in Product, Customer Experience, Digital or a related discipline, with tertiary qualifications or equivalent experience.
• Have worked on large projects, understand project methodology and can hold momentum across competing priorities.
• Know digital self-service, portal and integrated experiences, and the commercial drivers behind them. Logistics or parcel delivery experience helps.

What else is in it for you?

• This is phenomenally exciting. If you love Australian Business and want our eCommerce businesses to thrive then this experience will contribute directly to their success. You will be at the leading edge of solving problems for hundreds of thousands of businesses across Australia, the first step when they say goodbye to that t-shirt, make-up, wine or product they've poured their heart, soul and hard yakka into and send it on the journey to their customer.
• Own a national experience inside our Customer Experience Transformation program, with real investment behind it.
• A unique culture where collaboration, equality of opinion and ideas are harnessed and ran with. Where people aren't afraid to voice their plans and ideas for improvements
• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week
• Opportunities for growth and internal development in a large business.
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at [e-mail] or on 03 8737 9415.