Senior Digital Product Owner at Australian Financial Complaints Authority

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Sep, 26

Salary

0.0

Posted On

26 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Strategy, Roadmap Development, Digital Product Lifecycle, UX Design, Service Design, Stakeholder Management, Agile Methodology, Data-Led Decision Making, Behavioral Analytics, Customer Journey Mapping, Product Backlog Management, Digital Accessibility

Industry

Financial Services

Description

Company Description Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. Job Description We’re looking for a Senior Digital Product Owner to lead and transform AFCA’s digital customer experience across key consumer and member journeys. Sitting within the Customer Experience and Membership Services team, this is a high-impact role responsible for shaping AFCA’s digital front door - driving measurable improvements in customer outcomes, accessibility, and operational efficiency. You’ll own the end-to-end digital product lifecycle, working at the intersection of CX, operations, data, technology and communications to deliver digital experiences that are simple, accessible and trusted. In this role you will: Own the product vision and roadmap aligned to AFCA’s Customer Experience strategy Translate business priorities into clear, measurable outcomes (e.g. improved CX and accessibility, increased digital adoption and drive operational efficiency) Take accountability for end-to-end product delivery – from discovery and prioritisation through to delivery, optimisation and continuous improvement Drive data-led decision making, using customer insights, behavioural analytics and experimentation to prioritise and optimise outcomes Lead digital customer journey improvements across both Consumer and Member experiences, including accessibility and equity of access Manage and prioritise the product backlog, ensuring focus on highest-value initiatives Partner across CX, IT, Data, Communications and Operations to deliver integrated, cross-functional outcomes Influence and communicate to senior stakeholders and navigate competing priorities to maximise value delivery Act as the single point of accountability for product decisions, trade-offs and outcomes Qualifications You’re a strategic, outcome-driven product leader who thrives in complex environments and brings a strong balance of customer, commercial and technical thinking. You’ll bring: Proven experience owning digital products or platforms end-to-end Strong capability in product strategy, roadmap development and delivery Experience using data, experimentation and insights to drive decisions and optimise performance Deep understanding of customer journeys, UX and service design Strong stakeholder management skills, with the ability to influence at senior levels Experience working in Agile delivery environments Ability to balance customer needs, business outcomes and technical constraints Experience in regulated environments (e.g. financial services, government) is highly regarded Exposure to digital platforms, personalisation or experimentation tools (e.g. Optimizely, Dynamics) Familiarity with digital optimisation or experimentation frameworks Additional Information Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing. Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period. To apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected]. We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience. About AFCA The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

Lead and transform AFCA's digital customer experience by owning the product vision and roadmap for consumer and member journeys. Drive operational efficiency and improved customer outcomes through data-led decision making and cross-functional collaboration.