Principal Product Owner

2 months ago

Sydney, Australia NSW Department of Customer Service Full time

**Principal Product Owner**

**NSW Government Digital Channels Team**
- ** **Temporary role until 30 June 2025 (with possible option for extension)
- Salary and Grade: 11/12
- Location: Primary location McKell, Sydney 2000

**About the role**

We are looking for an experienced Principal Product Owner who is a Drupal Specialist and SAFe expert to join our Digital Channels team within Digital.NSW. Our mission is to create a more connected, accessible, and inclusive future for all New South Wales. Empower and collaborate with government partners to establish one trusted source of truth for government information, services, and community feedback.
- This critical role sits within our OneCX Delivery stream and will report to the Director. You will lead and manage a multi-disciplinary team including designers, content writers, developers and testers within the NSW Government website migration project. You will product manage the roadmap and the transformation of content from NSW Government agencies website onto nsw.gov.au. You will also consult and negotiate with diverse stakeholders by managing their expectations, viewpoints, and interests regarding the scope, complexity and sensitivity of projects to deadlines.

With a customer service mindset, you have both strategic and hands-on approaches when taking on problem-solving tasks and challenges.

**Your key accountabilities include**:
Lead a multi-disciplinary team using Scaled Agile Framework (SAFe) to manage the migration of nominated websites into nsw.gov.au 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 outcome-oriented Drupal 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 investmentLead 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, go-live and into handover**Skills and experience**- Extensive experience using Drupal 10 content management system to deliver website build and migration is mandatory-
- Expertise with Scaled Agile Framework (SAFe) and related product delivery methodologies to manage multiple web projects simultaneously is mandatory-
- Knowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.1 accessibility standards and guidelines is mandatory-
- The ability to define, develop, implement and manage Drupal based digital products and features that align with the digital strategy and roadmaps to ensure delivery of high-quality products, services and customer experience-
- Strong communication skills with strong stakeholder management skills-
- Strong work ethic and a can-do 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 cross-functional project teams in the end-to-end product life cycle-
- 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-
- Experience with collaboration technologies such as confluence and Jira-
- Ability to work in an agile, complex, and rapidly changing environment-
- Strong influencing and negotiation skills-
- A proven ability to prioritise conflicting workloads and consistently hit targets-
- Understanding of Human Centred Design principles**About the team**

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.

The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: nsw.gov.au. We are transforming our customer’s digital experience of NSW Government. I

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