Senior Digital Product Owner

JobsCloseBy Editorial Insights

AFCA is seeking a Senior Digital Product Owner to drive the customer experience across journeys, owning the lifecycle from discovery to optimization. In the Customer Experience and Membership Services team you will translate priorities into outcomes, drive data led decisions, and lift accessibility. You will manage the product backlog and partner with CX IT Data Communications and Operations to deliver results while influencing senior stakeholders. Bring proven product ownership, strategy and delivery skills, and comfort in a regulated environment; highlight roadmaps, experiments and improvements in your application. If you don’t meet every criterion, apply anyway. AFCA offers hybrid working onsite in Sydney and a diverse, inclusive culture; accessibility support is available via [email protected].

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.