Product Owner

Two of Australia telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited. TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix. TPG Telecom is the second largest telecommunications company listed on the ASX.

Role Purpose & Environment

As a Product Owner you will help drive and shape the direction of our customer platforms across TPG Telecom brands. Reporting into the Principal Product Owner you will help define the product strategy and roadmap in line with the overarching Customer Operations and Shared Services strategy. To achieve this, you will collaborate with various business stakeholders to understand customer and business pain points, propose various ways to resolve the problems with new features or process improvements, and articulate the value it will bring to customers and business. With a strong sense of platform ownership, you will be a virtual leader empowering and inspiring cross-functional delivery teams with clear objectives and benefits to deliver a seamless customer experience. By having a customer-centric and data-driven mindset you will assist in effective prioritisation and roadmap.

Responsibilities

We are a dynamic business - this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

• Scope and shape platform initiatives, working with various stakeholders and delivery teams
• Break down complex problems and articulate its impacts to customers and business
• Stay on top of initiatives and business milestones that could impact business KPIs
• Assist leadership with decision making by presenting end to end customer/end user impacts and various solution proposals in concise business language
• Partner with Service Designers to stay on top of customer needs and best practices
• Use various analytic tools to quantify value, track KPIs and the success of initiatives
• Monitor platform long term performance against KPIs and target strategic outcomes
• Work closely with operational and support teams to understand root cause for repeat incident and defects as input into strategic solutions
• Provide above inputs to backlog, forecasts and initiative planning and prioritisation

Required knowledge and experience

• 3+ years of analyst or product ownership experience in a fast-paced service industry or organisation
• Strong communication, stakeholder management and proven facilitation skills across large cross-functional teams
• Experience in balancing priorities in a complex environment, working with multiple stakeholders, tools, brands and user channels
• Experience with customer behaviour data in contact centres or digital platforms
• Proven experience of data driven decision making to achieve targets and KPIs
• Ability to work with ambiguity and uncertainty

Desired knowledge & experience

• Experience in a digital transformation environment
• Experience in online, mobile app or CRM platform performance
• Comfortable using various analytics tools
• Degree qualified in business or marketing