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Product Experience Lead
3 weeks ago
About Our Organisation
We're an organisation with a mission to create a better life for our customers and communities.
We strive to achieve this by hiring exceptional people who share our values and are passionate about making a difference.
Our team is dedicated to delivering high-quality services that meet the needs of our customers, while also driving digital transformation and process optimisation throughout the organisation.
About The Role
We're currently seeking a Product Owner to lead the design and delivery of improved customer service experiences.
This role will focus on maximising the value of our technology platforms, managing the product backlog, and aligning enhancements with our business strategy.
The successful candidate will act as a key link between business units, technical teams, and end-users, helping drive digital transformation and process optimisation across the organisation.
Key Responsibilities
- Champion ownership of business processes to improve them, employing a sound understanding of how technology can be used to streamline internal processes and enhance customer experiences.
- Lead the design and implementation of customer research activities to track sentiment, inform strategy, and enhance service delivery.
- Identify, prioritise, and deliver CX improvement initiatives in collaboration with internal stakeholders, ensuring delivery within agreed timeframes and budgets.
- Ensure data quality, process consistency, and governance across platforms while partnering with technical teams and vendors to enable AI and deliver enhancements.
About You
To be successful in this role, you'll need:
- A Bachelor's degree in Business, Information Systems, or a related field.
- Proven experience as a Product Owner, Product Manager, or similar role with Salesforce; Aptumo experience highly desirable.
- Strong understanding of CRM, case management, and billing processes.
- Experience translating complex business requirements into user stories and acceptance criteria.
- Familiarity with Agile and Scrum methodologies.
- Experience identifying or supporting the implementation of AI or automation initiatives is a plus.
Benefits
We offer a range of benefits, including:
- A monthly accrued day off.
- Time off over Christmas.
- Flexibility to shape your work to suit your lifestyle.
- Generous parental, carer, and workplace study leave policies.
What We Offer
At our organisation, we believe in creating an inclusive and accessible workplace for everyone, regardless of ability. We welcome applications from individuals of all backgrounds and abilities.
If you need any support during the application process or would like to discuss interview adjustments, please don't hesitate to contact us.
