Principal Product Owner

1 week ago

Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

Principal Product Owner - Expression of Interest
NSW Government Digital Channels

3-month TAA or Secondment Opportunity - covering parental leave (September

  • December 2023)
  • Opportunity to be part of an exciting wholeofgovernment program
  • Lead an effective multidisciplinary product team and contribute a highperformance culture

Some key accountabilities include:

  • Lead a multidisciplinary Agile team to manage the consolidation of nominated websites into by validating product features and design, identifying and resolving issues and collecting and prioritising inputs to inform product decisions and direction determining the right approach for the team to take and evaluating this through the life of a project
  • Lead and define an outcomeoriented product roadmap, informed by customer insights and feedback, to define and write user stories, acceptance criteria and success metrics, to ensure customer centric product, experience and content design, development and delivery with sustainable targets.
  • Lead research, including consultation with stakeholders and related activities, to define current and future product enhancement to meet customer needs and maximise return on investment
  • Lead and coach a product team to deliver product roadmap, practice management and continuous improvement in product and system enhancements, efficiency improvements, and regulatory and compliance initiatives through the delivery phases, to golive and into project handover.
  • The ability to define, develop, implement and manage digital products and features that align with the digital strategy and roadmaps to ensure delivery of highquality products, services and customer experience
  • Strong communication skills with strong stakeholder management skills
  • Strong work ethic with a cando attitude to work to tight deadlines
  • Consulting and negotiating with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, interests and sensitivity of products
  • Experience in leading crossfunctional project teams in the endtoend product life cycle using Agile methodology and tools
  • Ability to work on multiple web projects simultaneously, and using Agile methodologies and approaches
  • Ability to plan and manage a web project from inception to implementation / transition to BAU including the discovery phase to identify the problems, requirements and business solutions.
  • Balancing competing demands to ensure project objectives are achieved to the required standards and within budget
  • Ability to work in an agile, complex, and rapidly changing environment
  • Strong influencing and negotiation skills
  • Ability to plan and manage a project from inception to implementation / transition to BAU including the discovery phase to identify the problems, requirements and business solutions.
  • A proven ability to prioritise conflicting workloads and consistently hit targets
  • Knowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.1 accessibility standards and guidelines
  • Understanding of Human Centred Design Principles

About the organisation
Customer Service is a new department transforming the way NSW Government agencies interact with customers.

We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

Customer Service is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW.


About the team and the role

The Department of Customer Service has embarked on a journey to transform the NSW Government into the world's most customer-centric government.

We place the customer at the centre of everything we do and are leading the digital strategy for NSW Government.


The NSW Government Digital Channels team is responsible for central NSW Government digital channels including the NSW Government website and NSW Government Facebook.

On these channels, we provide an inclusive, consistent, high-quality experience for NSW Government customers.


What is in our sights right now is a transformational program consolidating government information from many websites into a customer-centric In order to do this, we want to gather a talented team that will establish great ways of working, collaborate on delivery, challenge old business models and test and learn new technologies.


If you have a growth mindset, are customer and digitally obsessed, and excited about taking government to the next level, we want to hear from you.


Reporting to the Director, you will lead and manage a multi-disciplinary team including designers, content writers, developers and testers within the NSW Government website consolidation project.

You will also consult and negotiate with diverse stakeholders by managing their expectations, viewpoints, and interests in regard to the scope, comp

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