Product Owner Digital Insurer - Customer Communications

Customer Experience - Product Owner Customer Correspondence

• 12-Month Max Term Contract/Secondment
• Location Sydney, Melbourne, or Brisbane

About the role:Digital Insurer (DI) is a business transformation program reimagining the products, propositions and experiences we will deliver for customers into the future. Through a new, modular, cloud-based Policy Administration System (PAS) and enhanced integrations to other capabilities, notably Digital and Data, we will power new processes and ways of working and radically advance our agility and cost of change, whilst digitising and automating our value chain and improving our ability to compete in a rapidly developing market.Reporting to the HO Digital Insurer - Customer Experience, the Customer Experience Product Owner Customer Correspondence is accountable for the readiness of customer correspondence across all brands and products within the scope of the Digital Insurer Program. Key accountabilities include:

• Work with relevant business, technology and program stakeholders to ensure all in-scope customer correspondence (print, email, SMS) is defined, delivered, tested and ready for go-live for each release.
• Be a SME for the DI Customer Correspondence domain, working closely with BAU stakeholders, providing leadership and direction, and resolving key issues in support of timely program delivery.
• Lead the planning and delivery of domain-related initiatives as a key Delivery Squad(s) member, including backlog prioritisation and approval coordination from a business perspective.
• Work in partnership with BAU teams and program stakeholders to ensure alignment to DI, BAU and CAPDAN strategies, acting collaboratively to ensure the entire business feels ownership of DI.
• Support new ways of working in terms of customer correspondence delivery, setting the groundwork for future operating models, and championing product and digital agility.

Key Accountabilities:

• Work with relevant business, technology and program stakeholders to ensure all in-scope customer correspondence (print, email, SMS) is defined, delivered, tested and ready for go-live for each release.
• Be a SME for the Customer Correspondence domain, working closely with BAU stakeholders, providing leadership and direction, and resolving key issues in support of on-time/budget program delivery.
• Lead the planning and delivery of domain-related initiatives as a key Delivery Squad(s) member, including backlog prioritisation and approval coordination from a business perspective.
• Work in partnership with BAU teams and program stakeholders to ensure alignment to DI, BAU and CAPDAN strategies, acting collaboratively to ensure the entire business feels ownership of DI.
• Support new ways of working in terms of customer correspondence delivery, setting the groundwork for future operating models, and championing product and digital agility.
• Operate within Risk appetite and adhere to all compliance and legal requirements.
• Strategically minded, focusing on strategic imperatives and exploring future growth opportunities.
• Strongly invested in own development, personal and professional, actively seeking opportunities to do better and grow every day.

Key Stakeholder Relationships:

• Develop and maintain a strong working relationship with Consumer Insurance functions and COEs, and with relevant DI teams and functions including Technology and Operations.
• Maintain a strong working relationship with delivery teams within Digital Customer and across Consumer Insurance Tribes.

About You:

• Tertiary qualification in Business - preferably in Business, Commerce, Information Systems or related disciplines (Mandatory)
• 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 Personal Qualities:

• Passionate about digital and customer experience, with strong customer centricity mindset
• Patient, calm and collected in all dealings with all peers and stakeholders
• Strong structured and logical thinking, methodical with high attention to detail
• Strong mindset of perseverance and ability to find or craft the right solution to achieve the goal
• Strong ability to comprehend complex technical concept and then make complex simple in all communications and task setting activities
• Excellent verbal and written communication
• Self-organised with strong self-discipline
• Ability to develop strong relationships based on mutual trust and respect
• Team player with a solution-oriented approach and a natural passion for innovation and creativity