Senior Product Owner

Senior Product Owner - NSW Dept of Customer Service | Digital Channels Grade: Clerk Grade 9/10 Salary : $129,464 - $142,665 + 12% Super and Leave Loading Employment typ e: Temporary role until June 2027 Location : Primary location McKell, Sydney 2000 Core skills: Digital product ownership, DrupalCMS, Agile project delivery / Scaled Agile Framework (SAFe), Jira About the team The Department of Customer Service has embarked on a journey to transform the NSW Government into the world’s most customer-centric government. We place the customer at the centre of everything we do and are leading the digital strategy for NSW Government. The NSW Government Digital Channels team is responsible for central NSW Government digital channels including the NSW Government website and NSW Government Facebook. On these channels we provide an inclusive, consistent, high-quality experience for NSW Government customers. The OneCX program is an all-of-government strategy that will see over 450 agency websites migrated onto one single source: nsw.gov.au. We are transforming our customer’s digital experience of NSW Government. It is making easier for customers to access the information they need, without having to understand or navigate the structure of government. About the role We are looking for an experienced Senior Product Owner to join our Digital Channels team within Digital.NSW. Our mission is to create a more connected, accessible, and inclusive future for all New South Wales. Empower and collaborate with government partners to establish one trusted source of truth for government information, services, and community feedback. This role sits within our OneCX Delivery stream and will report to the Principal Product Owner. You will support the Principal Product Owner in the day-to-day management of a multi-disciplinary team including designers, content writers, developers and testers within the NSW Government website migration project. You will product manage the transformation of content from NSW Government agencies website onto nsw.gov.au and define and deliver the required Drupal components.You will consult and negotiate with diverse stakeholders by managing their expectations, viewpoints, and interests regarding the scope, complexity and sensitivity of projects to deadlines. You will be a specialist digital product owner who is passionate about providing a superior user experience to customers, working at the intersection of user experience, interface design and content. You will have experience acrossend-to-end delivery of digital transformation projects, including customer research, stakeholder and change management,content migration, content management within Drupal and agile delivery of content and technical features. With a customer service mindset, you have both strategic and hands-on approaches when taking on problem-solving tasks and challenges. Your key accountabilities include: Assist in leading a multi-disciplinary team using Scaled Agile Framework (SAFe) to manage the migration of nominated websites to nsw.gov.au by validating product features and design, identifying and resolving issues and prioritising inputs to inform product decisions Support an outcome-oriented product roadmap, informed by customer insights and feedback Define and write user stories, acceptance criteria and success metrics, to ensure customer centric products, experience and content design, development and delivery Drive research, including consultation with stakeholders and related activities, to define current and future product enhancement to meet customer needs and maximise return on investment Consult with service and technology providers to integrate products and services to maximise value for money in digital service delivery, applying best practice methodologies and industry recognised systems, processes and standards to meet defined business needs Support and coach a product team to deliver product roadmapand continuous improvement in product and system enhancements, efficiency improvements, and regulatory and compliance initiatives through the delivery phases, go-live and into handove Communicate project status, blockers, dependencies, issue and risks across a variety of stakeholders, forums and committees Identify, articulate and manage risks and compliance across streams of work Key Skills and Experience to be successful Demonstrable experience working as a digital Product Owner Experience using the Drupal content management system or similar The ability to define digital product requirements that align with customer need as well as industry best-practice The ability to define and manage digital products and features that align with strategy and roadmaps to ensure delivery of high-quality products, services and customer experience Be able to communicate digital product requirements to the development team Strong communication skills with strong stakeholder management skills Strong work ethic and a can-do attitude to work to tight deadlines Consulting and negotiating with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, interests and sensitivity of products Experience in leading cross-functional project teams in the end-to-end product life cycle Ability to work in Agile project environments, ideally with a SAFe certification or similar Ability to plan and manage a web project from inception to implementation / transition to BAU, including the discovery phase to identify the problems, requirements and business solutions Balancing competing demands to ensure project objectives are achieved to the required standards and within budget Ability to work in an agile, complex, and rapidly changing environment Strong influencing and negotiation skills A proven ability to prioritise conflicting workloads and consistently hit targets Knowledge and experience with Web Content Accessibility Guidelines (WCAG) accessibility standards and guidelines and SEO best practices Understanding of Human Centred Design principles For role-related queries, please contact Richard Pateman via [email protected] To Apply Please attach your resume and a cover letter demonstrating how your skills and experience align with the role. Why work for us? There are lots of reasons why a role with us is rewarding - working with us gives you: The opportunity for meaningful work that matters to all of us in NSW Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts Much more than just a job, you can build a career here Unmatched opportunities for growth and development Opportunity to be part of an exciting whole-of-government program Help to lead an effective multi-disciplinary product team and contribute to a high-performance culture Work in a fast-paced, agile environment building content based on customer needs and user stories Make a difference to the people of NSW This recruitment process may be used to create a Talent Pool for similar opportunities that become available over the next 18 months. AI Statement The NSW Government is committed to ensuring the safe, ethical, and responsible deployment of AI across NSW. Please review the NSW Government Generative AI basic guidance here https://www.digital.nsw.gov.au/policy/artificial-intelligence/generative-ai-basic-guidance GTP embraces the use of AI to enhance productivity and creativity. In the Assignment to Role process, AI tools should be used solely for drafting and planning purposes, final submitted applications need to be your own work and reflective of your personal experience.