Senior Product Manager - Customer Product

Company Description

In May 2021, Lendi and Aussie Home Loans merged to create Lendi Group. Today, Lendi Group is Australia's largest retail mortgage broker, with a loan book in excess of $100 billion, with over 1300 brokers and 225 retail stores across the country.

As a Group, we have unified our approach across Aussie Home Loans and Lendi to deliver a truly personalised home-buying and home loans experience for the Australian audience that seamlessly balances human support and smart technology. Our vision is to become the undisputed destination for Australians to buy and own property.

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

About the role?

The Customer Product Senior Product Manager will play a pivotal role in shaping the future of our products & services at Lendi Group. Your contributions will directly influence Lendi Group’s ability to deliver personalised, data-driven solutions that empower our customers and brokers, ensuring we remain at the forefront of the Fintech industry. By pushing the boundaries of what we can achieve, you’ll play a key role in driving the company’s growth and cementing our position as a leader in innovation.

Reporting to the General Manager, Broker & Team Productivity, you will collaborate with cross-functional teams to develop, manage, and optimise products that enhance customer experiences, drive business value, and align with the company’s strategic objectives. This role offers an exciting opportunity to work at the intersection of cutting-edge technologies and innovative product development.

The Customer Product cross functional team looks after many products and services that maximise conversion rates of users onboarding (customer creation) through chat (AI first) and traditional authentication to held appointments using referrals as a multiplier, seamlessly transitioning downstream to other teams looking after settlement success.

The ideal candidate can work flexibly from our state offices in either Sydney, Melbourne, or Adelaide.

Job Description

Product Management: 

• Contribute to defining the vision, strategy, and roadmap for your products, ensuring alignment with Lendi Group’s strategic objectives. 
• Collaborate with Data Science, Data, Technology, and Product teams to develop solutions & products. 
• Gather and prioritise product requirements, working closely with business stakeholders to ensure products meet customer, broker and buyer’s agent needs and business goals.
• Track and report on product performance metrics, making data-driven decisions to iterate and improve products.
• Develop and implement go to market strategies 

Stakeholder Management: 

• Engage with key stakeholders across various business units to gather insights, communicate progress, and ensure alignment with business priorities. 
• Maintain a continuous discovery and feedback loop to refine product requirements, ensuring they meet the evolving needs of customers, brokers, and the business 
• Facilitate cross-functional collaboration to drive the development and adoption of our products, ensuring a seamless integration into existing workflows and systems.

Market and User Research: 

• Conduct market research to stay informed about industry trends, emerging technologies, and competitive products. 
• Support and participate in user research activities to understand customer pain points, behaviours and needs and utilise these insights to identify and prioritise opportunities for innovation (including AI-driven innovation).

Vendor Engagement:

• Support vendor assessments against business, technical and commercial requirements 
• Support vendor engagements and supplier on-boarding processes.

Agile: 

• Manage the product lifecycle from ideation to launch, ensuring timely delivery of high-quality products. 
• Develop and maintain detailed plans, including timelines, milestones, dependencies and resource allocation that are aligned to an Agile delivery approach. 

Customer-Centric Focus: 

• Champion the voice of the customer and broker in all product decisions, ensuring that products deliver value and enhance the overall user experience. 
• Develop clear and compelling product messaging that resonates with both internal and external customers. 
• Anticipate the needs, painpoints and desires of end users, demonstrating a sophisticated understanding of empathy and the User’s best interests. 

 Continuous Learning and Improvement: 

• Stay current with the latest developments in AI, technology and product management practices. 
• Participate in ongoing training and professional development to continuously improve skills and knowledge relevant to the role. 

Qualifications

Experience: 

• Significant experience in a Product Management role
• Developing and implementing innovative products & solutions through recognising stakeholder needs and expectations.
• Leading projects and significant process improvements based on key drivers of success in functional area.
• Advanced understanding of the core concepts and trends within the industry.
• Experience working in Agile cross-functional teams and managing product lifecycles from concept to go to market.
• Experience in Home Loans is desirable

Skills:

• Strong analytical skills, with the ability to translate complex problems/strategies/feedback and needs into actionable product strategies.
• Excellent communication, and interpersonal skills, with the ability to influence stakeholders.
• Proficiency in agile project management tools and methodologies including Atlassian suite.
• Experience using Jira, Confluence, Whimsical, Figma

Attributes:

• Customer-focused mindset with a passion for innovation and delivering exceptional user experiences.
• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Strong problem-solving abilities, with a proactive and solution-oriented approach to challenges.

Additional Information

Lendi Group teams operate across Australia and the Philippines. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• We’ve fully embraced flexible working
• A vibrant, relaxed, yet professional culture
• Wellness initiatives with a strong focus on psychological safety
• We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers
• An additional week’s Loyalty Leave each year after reaching 3 years’ service
• A 24/7 Employee Assistance Program service providing counselling and support

We’re committed to building a diverse and inclusive community for everyone at Lendi Group. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits, ultimately this creates a melting pot of creativity.

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