Product Owner Agent Tools

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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role 

AustralianSuper is investing in transforming the member and channel experience. One of the key pillars to the strategy is to empower our customer service representatives with effective processes and optimised tooling to resolve our Member's enquiries. 

The Agent Tools Product Owner will have end to end ownership and strategic direction of the Agent Tools roadmap, working in close collaboration with Tech Services and Member Experience to drive the delivery of new and existing capability - gathering and prioritising requirements, interacting with end users, analysing market trends and aligning outcomes with all channels. You will work closely with partners, internal teams, architecture, UX, delivery partners, project management and others to execute on the Agent Tools roadmap, maintaining a focus on delivering leading digital solutions that ensure a brilliant Agent and Customer experience.

 

Key responsibilities include;

• Define the vision, strategy and capability roadmap to drive architectural and functional changes to all relevant platforms
• Understand the needs and requirements of our frontline partners and internal agent/advisor teams and co-create exceptional experiences and tooling
• Develop and maintain roadmaps consistent with digital first business strategy and communicate the platform vision 
• Accountable and responsible for the requirements of data to inform and enable the agent tools roadmap and driving the right outcomes from data engineering, data services and architecture to uphold the agent and member experience
• Collaborate with architecture, 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
• Ensure the day-to-day reporting, support, and maintenance leads to an overall improvement of the Products, ensuring it operates securely and within defined service level commitments
• Ensuring change management and training is driving effective adoption of our end users of the tooling and capabilities to meet productivity, member experience and compliance controls.
• Act as an ambassador for Agent Tools internally and externally, and as the primary contact for queries related to the platforms

What You'll Need   

• Demonstrated successful leadership of agile iterative teams in the delivery of products / product features to market 
• Previous Product Ownership (at least 5 years) and strong working knowledge of CRM, agent tooling and contact centre operations
• Working knowledge of data architecture and practices to inform experience design
• Exposure to various agent facing applications, CRM and similar platforms
• Demonstrated experience in leveraging data and insights to build and develop tailored, innovative, and differentiated products and solutions
• Well-developed communication, presentation and influencing skills – ability to articulate a vision and sell it
• Experience in building and maintaining relationships across the business to drive product development and growth

• Hands on experience with prototyping / wireframing / UI design for mobile app solutions

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.  

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.