Senior Digital Product Owner

Were looking for a Senior Digital Product Owner to lead and transform AFCAs 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 AFCAs digital front door - driving measurable improvements in customer outcomes accessibility and operational efficiency.

Youll 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 AFCAs 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 :

Youre a strategic outcome-driven product leader who thrives in complex environments and brings a strong balance of customer commercial and technical thinking.

Youll 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 womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont 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

We believe fairness starts with people. Thats why we dont 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 634000 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.

Remote Work :

No

Employment Type :

Full-time