Digital Product Manager - Channels

About The Opportunity A well-established Auckland-based organisation is investing in its digital self-service channels and is looking for a Digital Channel Owner to lead strategy and delivery across its customer portal, knowledge experiences and service channels. This is a pivotal role focused on improving customer experience, increasing digital adoption, and reducing avoidable support demand through a clear vision, roadmap and strong delivery leadership across internal teams and vendors. Key Focus Areas Include Customer portal / self-service channel strategy and roadmap ownership Service experience optimisation (journey mapping, usability, content and knowledge) Cross-vendor integration and simplification Metrics-driven iteration (adoption, deflection, resolution, CSAT) Strong stakeholder influence (you’ll succeed through alignment, not authority) What You’ll Bring Demonstrated experience owning and optimising self-service platforms end-to-end (this is a must-have). Strong product management capability: discovery, prioritisation, roadmap, delivery, lifecycle. Comfortable in complex environments with multiple stakeholders and vendors. Strong data/metrics fluency (you can build a case using adoption/deflection and service outcomes). Excellent collaboration and influence skills. Nice To Have Experience with CRM/service platforms (e.g., Salesforce), knowledge management, omnichannel service, customer portals, or e-commerce/buy journeys. Exposure to safety/security or wellbeing-related digital service features. This organisation has built a strong culture around a low-ego, high-trust, genuinely collaborative way of working. #J-18808-Ljbffr