Principal Product Owner

Principal Product Owner – Clerk Grade 11/12

NSW Government Digital Channels Team

• Temporary role until 30 September 2026 (with possible option for extension)
• Salary and Grade: 11/12
• Location: Primary location McKell, Sydney 2000
• Mandatory skills: Website migration with Drupal 10, Scale Agile Framework (SAFe) and Product Management
• Note: a skill assessment will be required to be completed for the role

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 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 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 investment
• Consult with service and technology providers to integrate products and services to maximise value for money in digital service delivery, applying best practice methodologies and industry recognised systems, processes and standards to meet defined business needs
• 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, 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. Candidates will ideally have a SAFe or scrum certification or similar
• Knowledge and experience with Web Content Accessibility Guidelines (WCAG) 2.2 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
• Understanding of content uplift processes including content editorial standards, reading age, writing for accessibility and writing for SEO
• Note: a skill assessment will be required to be completed for the role

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: We are transforming our customer's digital experience of NSW Government. It is making it easier for customers to access the information they need, without having to understand or navigate the structure of government.

Why work for us?

There are lots of reasons why a role with us is rewarding - working with us gives you:

• The opportunity for meaningful work that matters to all of us in NSW
• Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts
• Much more than just a job, you can build a career here
• Unmatched opportunities for growth and development
• Make a difference to the people of NSW
• Opportunity to be part of an exciting whole-of-government program
• Lead an effective multi-disciplinary product team and contribute to a high-performance culture
• Work in a fast-paced, agile environment building content based on customer needs and user stories

Salary Grade 11/12, with the base salary for this role starting at $125693 base plus superannuation

Click Here to access the Role Description.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: 7th of October 10am

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

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