Product Owner - Digital Channels

ROLE/PURPOSE

Makes sure the company’s websites and apps work well for customers and the business — deciding what gets built, when it goes live, and ensuring it actually delivers value after launch.

CORE OWNERSHIP

This role is accountable for making sure our websites and apps deliver the right things, at the right time, and in the right way — for both customers and the business.

Specifically, the role owns

• What changes go into our digital channels
• When those changes are delivered
• How well those changes perform after launch
• How business needs are turned into clear, workable digital tasks

KEY RESPONSIBILITIES

Decide What Gets Built and When

• Collect requests from the business, products, and operations
• Decide what is most important and what can wait
• Keep a clear, prioritized list of work for websites and apps
• Turn Business Needs into Clear Digital Work
• Translate business ideas into clear, actionable requirements
• Make sure designers and developers understand what success looks like
• Manage Day-to-Day Digital Delivery
• Plan and coordinate releases, launches, and updates
• Balance business-as-usual changes with new initiatives
• Ensure work moves smoothly from idea → build → launch
• Make Sure Launches Go Smoothly
• Confirm content, design, tracking, and approvals are ready
• Reduce the risk of broken pages, failed forms, or missed deadlines
• Coordinate go-live activities with all involved teams
• Check If What We Launched Actually Works
• Review performance after launch (usage, conversion, issues)
• Identify what needs fixing or improving
• Use data and feedback to guide future changes
• Be the Main Point of Contact for Digital Channels
• Act as the bridge between business teams and delivery teams
• Set clear expectations on scope, timing, and outcomes
• Communicate progress, risks, and decisions clearly
• Protect Customer Experience and Business Value
• Ensure changes do not negatively impact customers
• Keep digital channels stable, usable, and compliant
• Focus on outcomes, not just delivery

Success Metrics

• On-time launch rate
• Digital conversion and adoption uplift
• Reduction in assisted service demand

Qualifications

• Strong Product Owner experience preferably in digital platforms or channels
• Knowledgeable in Customer Journey and Digital Channel Processes/Transactions
• Proven ownership of backlogs, roadmaps, and live performance
• Data-driven, customer-obsessed, comfortable with executive trade-offs
• Experience working in Agile / Scrum environments