Senior Digital Service Product Owner

Digital Service Product Owner

• Permanent Role
• Location Sydney, Melbourne, or Brisbane

About the role:

The Senior Digital Service Product Owner will be responsible for supporting the Consumer Insurance function within the Digital Customer business unit for all aspects of delivery. This includes the technical and business integration of existing and emerging online experiences, to enable the delivery of the best-in-class digital customer experience.

The role of the Senior Digital Service Product Owner is to provide senior support to the delivery and business ownership of Conversational AI, AI-based or emerging technologies for digital self-service assets, tools and experiences. This role will primarily focus on the growth, optimisation and delivery of significant projects relating to Suncorp's Conversational AI and AI-based capability. This includes ownership of all customer-facing chatbots and other AI-driven self-service capabilities.

Key Accountabilities:

• Contribute to the analysis, development and testing of AI-based digital assets, customer services and tools.
• Conversational AI design for new chatbot-enabled experiences
• Autonomously review and analyse insights and logs to identify opportunities for improvement.
• Autonomously classify, prioritise and document areas for improvement.
• Adherence to conversational design framework for all chatbot-enabled experiences.
• Adherence to operational development and release framework for change related AI activities.
• Senior lead assisting with successful delivery and implementation of solutions including appropriate acceptance criteria, testing practices (Functional/Regression/UAT/PVT) and release day activities.
• Senior lead assisting with prioritising team backlog with consideration to business objectives, customer needs, regulatory and risk obligations.
• Gather, analyse and refine requirements and acceptance criteria in collaboration with cross functional teams and key stakeholders.
• Adherence to digital product owner governance framework (CAM) aligning to Digital Customer standards.
• Senior lead providing operational support to the business owner of all chatbot and AI digital self-service assets, customer services and tools.
• Senior lead providing operational support of the alignment across the network of internal stakeholders regarding chatbot and AI services.
• Track performance of chat-enabled digital service assets and explore future growth opportunities including reporting and insights.
• Senior lead to assist and contribute to new AI initiatives working in cross-functional teams ensuring the team is focused and enabled to deliver outcomes aligned to Digital Customer strategic objections.
• Support the operational collaboration with Technology and Operations (T&O) delivery and infrastructure teams.
• Provide thought leadership for all aspects of delivery includes and not limited to Governance requirements and Agile framework & concepts.
• Work collaboratively with supporting teams within the Digital Customer function to drive practical channel strategy realisation.
• Work collaboratively with teams across Insurance functions to better understand business and customer impacts and identify further opportunities for integration of conversational technologies across channels.

Key Stakeholder Relationships:

• Develop and maintain a strong working relationship with Insurance functions, including assisted channel functions, and with relevant internal teams and functions including Technology and Operations.
• Maintain a strong working relationship with delivery teams within Digital Customer, Insurance functions, assisted channels and Technology and Operations to execute digital conversational solutions.

About You:

• Tertiary qualification - in Business, eCommerce, Information Systems, Marketing or related disciplines (Desired) or the equivalent professional experience
• Digital and Financial services industry experience (Mandatory)
• 5+ years of experience operating within a digital / eCommerce environment, ideally from an insurance environment (Desired)
• Previous experience delivering digital programs of work and implementation of complex digital solutions with proven business outcomes.
• Track record of building collaborative relationship with a diverse stakeholder base.
• Experience or strong interest in conversational AI. (Desired)
• Experience or exposure within IBM Conversational AI platform (IBM Watson) – Or equivalent. (Desired)

Key Capabilities:

• Strong structured and logical thinking, attention to detail, problem solving skills.
• Awareness of current Chatbot technologies and emerging conversational AI experience trends including generative AI.
• Passionate customer experience advocate.
• Advanced level of Agile maturity - embedding the principles
• Advanced level in JIRA, Confluence and Project Management tools
• Experience developing strong relationships based on mutual trust and respect
• Team player with a solution-oriented approach and a natural passion for innovation and creativity

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Advertised: 19 Sep 2024 AUS Eastern Standard Time
Applications close: 11 Oct 2024 AUS Eastern Daylight Time