Customer Platforms Lead

Customer Platforms Lead

Melbourne CBD | Permanent Opportunity | Up to $180,000 + Super

Our client is seeking an experienced Customer Platforms Lead to own the strategy, delivery, and optimisation of a portfolio of critical digital platforms supporting member and customer experience outcomes.

This is a high-impact leadership role responsible for overseeing key platforms including the public website, mobile app, CRM, contact centre technologies, and Marketo marketing automation. Reporting directly to the General Executive - Technology & Information Security, you'll play a pivotal role in shaping platform strategy, driving operational excellence, and supporting the organisation's broader digital and AI transformation initiatives.

The Opportunity

You'll lead a blended onshore/offshore delivery model, ensuring high-quality releases, platform stability, and continuous improvement across multiple business-critical systems. Working closely with senior stakeholders across Marketing, Member Experience, Contact Centre, and Technology, you'll translate business priorities into scalable platform solutions that deliver measurable outcomes.

This role also offers the opportunity to contribute to the organisation's evolving AI strategy, identifying opportunities to improve automation, operational efficiency, and member experience through emerging technologies.

Key Responsibilities

Platform Ownership & Delivery

• Own the end-to-end lifecycle of core Customer and Digital Platforms
• Lead monthly release cycles across enhancements, fixes, and platform improvements
• Drive prioritisation across competing business and technical demands
• Ensure platforms meet operational SLAs, performance standards, and compliance obligations
• Manage onshore and offshore vendors to ensure quality delivery and continuous improvement

Leadership & Team Management

• Lead and mentor a cross-functional team including Business Analysts, Test Analysts, and vendor resources
• Foster a collaborative, accountable, and delivery-focused culture
• Support capability uplift and career development within the platform function

Stakeholder & Vendor Engagement

• Partner with senior stakeholders across Marketing, Contact Centre, Member Experience, and Technology
• Translate business needs into actionable platform roadmaps and delivery plans
• Manage strategic vendor relationships and ensure value-driven outcomes

AI & Digital Transformation

• Support the development of an AI adoption roadmap
• Identify opportunities for AI-driven automation, insights, and operational improvements
• Collaborate with technology and data teams to assess and scale AI initiatives

Governance & Financial Management

• Lead Agile delivery practices across platform teams
• Drive best practice use of Jira, Confluence, and governance frameworks
• Manage operational and capital budgets, licensing costs, and financial forecasting

About You

You are a commercially minded technology leader with strong platform delivery expertise and a passion for improving digital experiences.

• Proven experience managing managing Customer and Digital platforms ideally within an Insurance environment
• Strong leadership experience across BA, QA/testing, and vendor teams
• Experience managing hybrid onshore/offshore delivery models
• Deep understanding of Agile delivery methodologies and tools including Jira and Confluence
• Strong stakeholder engagement and vendor management skills
• Financial management experience across Opex and Capex budgets
• Exposure to regulated industries such as financial services or superannuation will be highly regarded
• Experience supporting AI or digital transformation initiatives is advantageous

To apply please follow the link below or reach out to Liam - ***email_hidden*** for more information

Desired Skills and Experience

Proven experience managing enterprise Customer Platforms

Insurance platform experience highly advantageous

Strong leadership experience across BA, QA/testing, and vendor teams

Experience managing hybrid onshore/offshore delivery models

Deep understanding of Agile delivery methodologies and tools including Jira and Confluence

Strong stakeholder engagement and vendor management skills

Financial management experience across Opex and Capex budgets

Experience supporting AI or digital transformation initiatives is advantageous