Senior Digital Product Owner

Senior Digital Product Owner

• Permanent Role
• Location Sydney, Melbourne, or Brisbane

About the role:

• The Senior Digital Product Owner will work within the Digital Content and Website Experience team who are accountable for the business performance of our Branded Websites.
• Reporting to the Website Experience Manager, the Senior Digital Product Owner will work with the broader Digital Customer team to deliver a superior digital customer experience. This includes Navigation, Homepage and Product page redesign and testing, navigation to self-service functions, pathways to quote, contact us section optimisation, AEM platform advancement.
• The role will focus on the Suncorp website and site structure / design post the Suncorp Bank split to deliver the best customer experience and to ensure we meet regulatory requirements. This role may evolve in the future to focus on any of our brands or key programs.
• The role will be responsible for the establishment of a digital vision for the asset, and devising and delivering, a brand led digital strategy and roadmap for the website.
• Leading the planning of initiatives and their delivery into production and ensuring continuous optimisation of the digital customer experience, specifically the Suncorp website, the role will drive better business and customer outcomes.
• The role will also require full product ownership of the asset including maintaining a healthy prioritised backlog, contributing to project and initiative prioritisation and scheduling with T&O (Technology and Operations) and delivery teams including Testing & Optimisation, Content Production, UX designers and Content System.
• Ownership of stakeholder relationships across the end-to-end customer journey, including Portfolio and Marketing. Key focus on bringing stakeholders together and influencing to deliver amazing end-to-end customer experiences.
• Report on performance of initiatives (inflight and post implementation reviews), providing insights and recommendations to improve journeys and lift sales, service and claims conversion rates.
• Utilise the full Adobe suite of products including Adobe Analytics and Target to run market leading A/B and personalisation tests, aimed at serving amazing digital experiences.
• Proactively seek new and improved ways of working to foster a fully collaborative and accountable team.

Key Accountabilities:

• Build and execute a digital vision, brand aligned strategy and program of work for the improvement of the Suncorp website.
• Work with the business to understand the future direction of the Suncorp website, including migration to Adobe EDS platform, recommendations for Suncorp Group website etc.
• Establish a strong brand focus, identifying unique brand differentiators which are applicable to Suncorp.
• Prioritise and schedule under the program of work including the delivery of functional and technical components and content, including (Technology and Operations) and content system execution.
• Operate within risk appetite, including adherence to the Change Approval Manual and all related governance and compliance requirements.
• Deliver initiatives in to production, with a focus on robust execution, including ensuring acceptance criteria are appropriate and proactively fulfilling UAT, PVT and release day activities.
• Proactively address production issues and undertake remediation.
• Proactively manages their program, ensuring optimisation for maximum return and customer benefit.

About You:

• Tertiary qualification - preferably in Digital, Marketing, Business, Commerce, Information Systems or related disciplines (Mandatory)
• Insurance or Financial Services industry experience (Optional).
• 3+ years’ experience in Digital domain, across Design/UX, Conversion, digital best practice.
• 3+ years’ experience in Customer experience management.
• 2+ years’ experience in project or initiative delivery.

Key Capabilities:

Customer experience

• Superior analytical skills, structured thinking and problem-solving ability
• Demonstrated strategic thinking mindset and HCD thinking to solve customer problems

Digital experience

• Very strong experience of digital best practice and conversion tactics and/or risk
• Track record of strong team collaboration to deliver digital solutions with proven business outcomes.  

Communication

• Outstanding written and verbal communication skills
• Excellent consultation, influencing and negotiation capability.

We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day.

That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer-obsession and supported at every step of the journey.

What we can offer you:

• Discounts and offers on a range of insurance products
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

Employee benefits | Suncorp Group

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Advertised: 13 Jan 2025 AUS Eastern Daylight Time
Applications close: 20 Jan 2025 AUS Eastern Daylight Time