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About The Communications And Customer Experience Group
Communications and Customer Experience is a group within the Department of Transport and Planning, responsible for informing, consulting, and engaging customers, industry partners, employees, and the broader community about Victoria's transport, planning, and land use programs and services. We work collaboratively to enrich Victorians' experience of our services to achieve safe, sustainable, and integrated transport & land use outcomes for Victoria.
About The Role
The Senior Digital Product Owner bridges technology and business, representing the customer's voice while balancing short-term needs with long-term goals. They lead the development and management of customer websites and mobile apps, ensuring a consistent, user-focused experience across all digital channels. Data-driven and strategic, they prioritize features, make tough decisions, and oversee both new capability launches and ongoing optimisation programs. They collaborate with the Digital Strategy and Performance team to meet KPIs and keep stakeholders informed. A strong collaborator, they build networks across the organisation, gather insights, and develop a clear, compelling vision and roadmap to gain executive support.
To access the Position Description, please click here.
Position Outcomes / Accountabilities
* Improve the transport customer experience by identifying and implementing innovative methods for improving the digital customer experience through improved customer service, information delivery, and user experience in DoT's digital channels including websites, digital applications, and customer information systems.
* Create and maintain the digital experience roadmap, including ongoing product strategy, product planning, experience design, and requirements for new features, functionality, and integrations.
* Collaborate with developers, testers, and designers on the tactical aspects of product development.
* Manage prioritisation and trade-offs among conflicting business priorities.
* Manage cross-functional digital programs across a range of areas including customer service delivery, marketing, customer information, communications, and public affairs to deliver integrated digital customer experience solutions and communications.
* Work closely with internal technology teams and external partners to define milestones and ensure on-time and in-scope delivery.
* Champion for the customer by collaborating with CX, UX, and UI designers to develop user stories, wireframes, and workflows to deliver best-practice digital customer experience for customers.
* In line with Section 31A of the Public Administration Act 2004 (Vic), other duties may be assigned consistent with employment classification, skills, and capabilities.
Key Selection Criteria
The ideal candidate possesses deep expertise in digital customer experience, usability best practices, content strategy, interface design, and accessibility standards. They will have a proven track record in shaping product strategy, roadmaps, and backlogs to enhance customer service and self-service through digital solutions. They will be skilled in user testing, market research, and customer journey mapping to deliver ongoing improvements in usability, search performance, and content quality. They will also demonstrate strong stakeholder engagement and presentation abilities, using sound judgment, creativity, and innovation in dynamic environments to consistently deliver high-quality digital customer experiences.
Qualifications And Experience
Mandatory
* Tertiary degree in relevant field or significant experience in similar role
* 4+ years' experience as a product owner or similar role
Desirable
* Experience with Atlassian product suite: Confluence, Jira, and Jira Product Discovery
What We Offer
* Meaningful work making Victorian communities more accessible and livable
* Professional growth and development opportunities across the department and the wider Victorian Public Services
* A hybrid working model focused on collaboration and teamwork
* Optimal work-life balance initiatives including flexible working arrangements
* Opportunity to work across multiple urban and suburban hubs
* We prioritize the development of a safe and inclusive culture
Culture Value
We are an equal opportunity employer, embracing a diverse range of applicants such as veterans, and people who identify as Aboriginal and/or Torres Strait Islander, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.
How To Apply
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Applications close 11.59pm on Sunday, 25th of May .
Please include a resume and cover letter. All applications must be submitted through the online portal. We're unable to consider email or manual applications at this time.
For further information about the role, please contact Shannon Purcell, Manager Digital Products
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Transport and Planning will be treated in the strictest confidence.
Please let us know by phone or email if you need any adjustments to fully participate in the recruitment process. If you require the ad or any attachments in an accessible format (e.g., large print) due to viewing difficulties or other accessibility needs, we are happy to accommodate.
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