Customer Experience Visionary

2 weeks ago

Melbourne, Victoria, Australia iSelect Ltd Full time

About Us:

iSelect Ltd is a leading Australian digital comparison platform that helps consumers make informed decisions about their energy, health cover, car insurance and other financial products.

We're committed to making a positive impact on people's lives by saving them time, money and effort. Our goal is to deliver outstanding customer experiences through our innovative technology and industry expertise.

Job Description:

We're seeking an experienced Customer Experience Visionary to join our team in Melbourne, Australia. As the Product Owner - CRM, you will be responsible for setting the vision and strategy for customer data applications, enhancing the omni-channel experience for both customers and internal teams.

Your primary focus will be to deliver a world-class customer-led omnichannel comparison journey across iSelect's product range, with an initial focus on the Energy comparison journey. You will work closely with general managers and stakeholders to create clear CRM product roadmaps that align with iSelect's brand and customer strategy.

You will manage the CRM product backlog to deliver tangible business value, collaborate with other Product Owners to identify opportunities for improvement, and advocate for your team and products, managing their lifecycle while promoting their internal value.

What You'll Need:

  • A minimum of 5 years' experience in complex martech roles
  • Excellent knowledge of CRM processes and functions, including experience in solution design and development of a relevant CRM system (Salesforce, Braze, Hubspot, Dynamics) and associated technologies
  • Understanding software development life cycle models and complete knowledge of Agile project management principles and practices
  • Experience working in B2C sales and marketing, including integrated Contact Centre sales and/or customer service
  • Experienced in Scrum agile and understand the importance of your role within the scrum team
  • Proven capability in customer journey & user story mapping and grooming backlogs of work with the scrum team to define a meaningful path forward for them
  • Able to facilitate workshops & showcases with stakeholders, taking them on the product journey to obtain their specialized insights into considerations of your product(s)
  • Able to champion and support agile teams, aiding in removing blockers and setting up the right product practices at scale
  • Experience in developing estimation practices in a team, enabling you to make data-driven value and trade-off decisions on your backlogs
  • Strong stakeholder management skills: building relationships with business to successfully manage expectations from business - keeping communication easy and transparent regarding product outcomes

What We Offer:

  • An estimated annual salary of $120,000 AUD + superannuation
  • A hybrid working arrangement with 3 days per week spent in our CBD office in Melbourne
  • Professional development opportunities, including free access to the LinkedIn Learning Library and regular training sessions
  • Recharge days for when you need to take a break
  • A referral bonus program
  • Salary packaging options
  • Paid parental leave and a return-to-work bonus
  • Income protection insurance
  • A wellbeing centre with online resources and tools
  • An employee assistance program
  • A rewards platform for saving money and earning cashback
  • An annual iStar trip to recognize and reward our employees

What's Next:

  • We appreciate the time and effort taken to apply and will be in touch regarding your application
  • We can be flexible with interview times, which will be conducted over MS Teams or in-person
  • Please note all applicants must have full working rights and will need to undergo background checks

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