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About the Role
Lead strategy and outcomes across a significant product, platform, or customer problem space. Identify opportunities, shape direction, and influence decisions to improve customer engagement with government services. This role is key to supporting enterprise initiatives and is suited for a product leader who can bring clarity to complexity, operate confidently in ambiguity, and turn customer insight into measurable outcomes.
Responsibilities
- Lead the end-to-end product lifecycle, from discovery and strategy through to delivery and continuous improvement.
- Define and communicate a compelling product strategy, clear outcomes, success measures, and an outcome-oriented roadmap.
- Use customer research, data, experimentation, and stakeholder insight to identify, validate, and prioritise opportunities.
- Shape and prioritise the product backlog, balancing customer outcomes, public value, risk, and technical considerations.
- Partner closely with engineering and design leaders in a product trio model to make evidence-based product decisions.
- Build strong relationships across Digital Services, Service NSW, and partner NSW Government agencies to align stakeholders and influence decisions.
- Deliver measurable improvements to customer and business outcomes through iterative product enhancements and new capabilities.
- Act as a trusted adviser on product strategy, investment, and prioritisation within your domain.
Requirements
- Be NSW residents or in the process of relocating to NSW.
- Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role.
- Experience leading complex digital products or problem spaces characterised by ambiguity, uncertainty, and competing stakeholder needs.
- Success defining product strategy, creating clear roadmaps, and delivering measurable customer and business outcomes.
- Experience working in cross-functional product teams, partnering effectively with engineering and design to achieve shared outcomes.
- Strong systems thinking, with the ability to understand customer, business, and technology considerations and navigate trade-offs.
- Experience influencing stakeholders and aligning diverse views without relying on formal authority.
- A genuine passion for product management and customer outcomes, with a track record of challenging assumptions and identifying better ways to solve problems.
Skills
- Product strategy
- Roadmap creation
- Customer research
- Data analysis
- Experimentation
- Stakeholder management
- Backlog prioritisation
- Systems thinking
- Influencing
- Product leadership
- Ambiguity tolerance
- Decision making
Location
- Sydney City, Parramatta or Gosford
- Hybrid working arrangements (1-2 office days)
Work Type
- Full-Time
- Temporary
- Hybrid
Experience Level
- Principal
- Experienced product leader
Salary/Compensations
- $167,165 - $201,105pa + super
Benefits
- Invests in modern technology, ways of working and professional growth
- Supports flexible, hybrid working and inclusive practices
- Values collaboration, purpose and continuous improvement
About the Company
- Digital Services delivers products and platforms that enable customers and businesses to securely and seamlessly access government services online.
- Our work improves customer experiences, increases digital adoption and helps NSW Government agencies deliver services more effectively and efficiently.
- The Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW.
- We are focused on delivering excellent customer service, digital transformation, and regulatory reform.
- A career at DCS allows you to influence the future of our great state.
- Belong in our diverse and inclusive workplace.
- The strength of our workforce lies in its diversity and embracing difference.
- The key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
Equal Opportunity
- We provide adjustments to the recruitment process for candidates, including individuals with disability.