Product Owner Get Help

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

Your New Role

As a Get Help Product Owner, you will be part of the end-to-end experience for Members seeking an answer to a question or wanting to get in touch with us. This role sits within Member Experience and Marketing.

Key duties include but are not limited to:

• Reimagine and redesign the Get Help experience on the Website, Portal and Mobile App
• Leverage Knowledge Management content to ensure consistency of business process information across all relevant channels and Member experiences
• Optimise the use of the Knowledge Management platform to curate, share, and manage content across all Member facing and assisted channels
• Optimisation of Knowledge Management for the frontline experience
• Work closely with stakeholders across all areas of the Fund, including Experience Design, Contact Centre and Member channels teams to identify new initiatives to drive improved Member outcomes
• Application of AI over the top of the Knowledge Management platform to make it quick and easy for frontline staff to support the member experience
• Support the Contact Optimisation Strategy to drive digital option, keep our assisted channels informed of changes and get the Member to the right channel first time

What you'll need

• Previous Digital Product Management experience.
• Strong understanding of Knowledge Management frameworks, principles and platforms
• Combination of technical aptitude / judgement, commercial acumen, and product management skills.
• Experience in leveraging customer insights to build and develop tailored, innovative, and differentiated digital products and solutions.
• Ability to solve problems with consideration to business impact and influence at senior levels, along with well-developed communication and presentation skills.
• Demonstrated successful leadership of agile teams in the delivery of products / product features to market.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.