Lead Product Owner

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 the Lead Product Owner, you will lead a team of Product Owners that are responsible for omnichannel capability and integration with respect to CRM, Agent tools, IVR, Telephony (Amazon), Messaging, Authentication, Knowledge Management integration and Next Best Action.

You will interact with various stakeholders across the Fund, including Channel and Technology teams to establish the vision, roadmap, and business requirements for the omnichannel integration of Frontline tools. You will also work with all parts of the Member Domain to understand what Fund data we need to enable business requirements and to articulate and prioritise these into Data and Technology delivery.

Duties and responsibilities include but are not limited to

• Lead the vision, strategy and roadmap for each tool/platform that contributes to our omnichannel landscape - Agent and Member facing
• Lead, motivate and inspire a team of 3, ensuring our Members First culture is consistently and firmly embedded
• Understand the needs and requirements of our Members, partners and internal frontline teams and co-create exceptional experiences and tooling to support them
• Design experiences consistent with digital first business strategy and communicate the platform vision
• Collaborate with architecture and marketing, product, and service teams to translate business requirements into user stories / detailed specifications for development partners to implement
• Work with business and project managers, technical leads, and operational staff to determine scope and priorities for product development cycles, including a prioritised backlog for implementation
• Maintain visibility of ongoing platform performance, member feedback, incorporating relevant changes / features / fixes into the platform backlog
• Gather, understand and articulate all data requirements for the Member Domain to enable cohesion and consistency of approach in data requests
• Coach and develop a high performing, diverse and engaged team who will support the successful delivery of the Fund's strategic ambitions, and are innovative, resilient and equipped to deal with ambiguity

What You'll Need

• 7+ years of Product Management experience - technical proficiency
• Experience insuperannuation or financial services ideal
• Experience in Agile Delivery
• Familiarity with agent desktop tooling, CRM and Contact Centre technology including Voice and Messaging
• Working understanding of Knowledge Management principles and implementation
• Experience in delivering AI capabilities that delivered business outcomes or value
• Strong contract centre operation knowledge understanding of digital self-service
• People leadership experience with the ability to drive high performance in people and culture, along with very strong ability to communicate and influence

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.

Progress powered by purpose.

https://www.australiansuper.com/careers/candidate-privacy-notice

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.