Product Owner - Customer Experience & Insights

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Description:
Overview of role:
We're looking for a Product Owner to lead the design and delivery of improved customer service experiences by leveraging customer insights and data.

The Product Owner will drive business transformation and improved customer experiences by leveraging data, insights, and technology. You’ll maximise the value of our Salesforce platform and Aptumo billing product by managing the product backlog, prioritising enhancements, and aligning with business strategy.

Acting as the bridge between business, technical teams, and end-users, you’ll optimise processes, prepare for AI automation, and foster an innovative culture through mentoring and collaboration.

Key Responsibilities:
As our Product Owner, you’ll be accountable for:

• Champion ownership of business processes, with an aim to improve them, employing a sound understanding of how the invested technologies, can be used to improve and streamline internal processes and customer experiences.
• Mentor team lead peers and team members in taking ownership of their processes and fostering and innovation culture leveraging technology.
• Support or lead change management initiatives to promote adoption and realisation of platform value.
• Lead the design and implementation of customer research activities to track sentiment, inform strategy, and enhance service delivery.
• Identify, prioritise, and deliver CX improvement initiatives in collaboration with internal stakeholders, ensuring delivery within agreed timeframes and budgets.

About you:

• Bachelor’s degree in Business, Information Systems, or related field.
• Proven experience as a Product Owner, Product Manager, or similar role with Salesforce; Aptumo experience highly desirable.
• Strong understanding of CRM, case management, and billing processes.
• Experience influencing others and achieving desired outcomes through effective communication and strategic thinking.
• Familiarity with Agile and Scrum methodologies.
• Experience identifying or supporting the implementation of AI or automation initiatives is a plus.

Sound like you? We’d love to hear from you.

Learn more in the position description

Salary:
The salary and conditions for this position will be as per the Coliban Water Enterprise Agreement 2021 Band 5 $123,391 - $139,851 + Superannuation salary range will be offered to the successful candidate commensurate with their skills and experience.

Enquiries:
For further information please contact Jessica Dore on 0427 980 661 or via email at Jessica.dore@coliban.com.au

To apply, please submit your resume and cover letter by COB Wednesday, 3 September 2025.

Why join us?

At Coliban Water our people are on a mission to create a better life for our customers and communities – now and tomorrow.

We love what we do and our location in the centre of a region that takes in 49 towns from Trentham to Echuca.

Our commitment to inclusion means you’ll feel at home here no matter who you are, who you love, or what you stand for. As part of the team you receive a monthly accrued day off, time off over Christmas, the flexibility to shape your work to suit your lifestyle, and generous parental, carer and workplace study leave policies.

At Coliban Water we balance a small team rhythm with the reach and resources of one of the largest Victorian regional urban water corporations.

What are you waiting for? We’d love you to join us.

Applicants will need to successfully complete all core training requirements in the expected timeframes and may be required to undertake a Police Check, Working with Children Check, Pre-Employment Medicals or Psychometric testing where applicable. Applicants may also be required to produce evidence of their Right to Work in Australia.

We welcome applications from individuals of all abilities. We are committed to creating an accessible and inclusive workplace for everyone, including people with disabilities and diverse abilities. If you need any support during the application process or would like to discuss interview adjustments, please contact Jessica Dore on 0427 980 661 or via email at Jessica.dore@coliban.com.au.

Please indicate any adjustments (administrative, environmental, or procedural) you may need to effectively participate in the recruitment process and/or carry out the requirements of the role you are applying for.

Please note that applicants may be contacted prior to the closing date of this advertisement.