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Permanent Opportunity | Melbourne | Hybrid

Bupa is seeking an experienced Senior Product Owner – Apollo CRM to join our Product Enablement Centre of Excellence (CoE). This is an exciting permanent opportunity to play a strategic leadership role in shaping the future of Bupa's CRM capability, driving consistency, governance, and best-practice product ownership across our Health Insurance business.

As part of our Centre of Excellence, you will be responsible for ensuring a standardised and scalable approach to CRM product delivery, while partnering closely with business stakeholders, delivery teams, and technology partners to deliver meaningful customer and business outcomes.

This role is based in Melbourne and operates within our hybrid working model, with an expectation of two days per week in the office.

The Opportunity

As the Senior Product Owner for Apollo CRM, you will act as the critical link between our customers, business stakeholders, and delivery teams. You will lead the translation of strategic business priorities into actionable product roadmaps, ensuring that CRM capabilities are designed, prioritised, and delivered in a way that maximises value and supports Bupa's long-term objectives.

You will play a key role within the Product Enablement Centre of Excellence, helping establish and maintain consistent product management standards, governance frameworks, and delivery practices across CRM initiatives.

You Will:

• Lead discovery, readiness, and delivery activities for CRM initiatives in partnership with Delivery Managers and business stakeholders
• Own and manage the Apollo CRM product backlog, ensuring priorities align with strategic business objectives and customer outcomes
• Translate business requirements into epics, features, and user stories for delivery teams
• Drive product roadmaps, sprint planning, release planning, and incremental value delivery
• Collaborate with stakeholders across Health Insurance Operations, Customer Experience, Technology, Risk, Legal, and Compliance
• Provide thought leadership on how CRM capabilities can support future-state business strategy
• Establish and maintain best-practice product ownership standards within the Centre of Excellence
• Work closely with UX, Design, Delivery, and Technology teams to ensure solutions are customer-centric and scalable
• Manage relationships with external technology vendors and delivery partners
• Identify opportunities for platform optimisation, strategic enhancements, and capability uplift
• Support governance processes through progress reporting, risk management, and benefits tracking
• Use customer insights, data, and analytics to inform prioritisation and product decisions
• Mentor and support Product Owners across the broader Product Owner Chapter to ensure consistency of approach and delivery excellence

Ideal Candidate Background

The successful candidate will bring extensive experience operating as a Senior Product Owner within complex enterprise environments, with a strong track record of delivering large-scale business and technology transformation initiatives.

You will be passionate about driving product excellence, creating alignment across stakeholders, and establishing best-practice frameworks that enable teams to consistently deliver value.

Experience working within CRM environments, particularly Microsoft Dynamics or similar enterprise platforms, will be highly regarded.

About You

You are a strategic and customer-focused Product Owner who thrives in complex environments and enjoys balancing business priorities, customer needs, and delivery outcomes.

You will bring:

• Proven experience as a Senior Product Owner leading complex business and technology transformation initiatives
• Strong experience managing product backlogs, roadmaps, prioritisation, and value delivery
• Experience leading cross-functional delivery teams within Agile environments
• Demonstrated success delivering CRM or customer platform solutions
• Strong stakeholder engagement and influencing skills across all organisational levels
• Experience working with both onshore and offshore delivery partners and vendors
• Excellent communication, facilitation, and requirements elicitation skills
• Strong business acumen and the ability to connect strategic objectives with delivery outcomes
• Demonstrated experience leading through ambiguity and managing competing priorities
• Experience in business case development, benefits realisation, and value tracking
• A collaborative leadership style with a focus on coaching, mentoring, and enabling high-performing teams

Highly Desirable

• Experience with Microsoft Dynamics CRM or similar enterprise CRM platforms
• Experience working within Health Insurance, Financial Services, or other highly regulated industries
• Knowledge of customer workflow management, case management, and customer data platforms
• Experience applying Human-Centred Design, Lean, and Agile methodologies
• Exposure to enterprise transformation programs and Centre of Excellence operating models

Why Join Bupa

• Hybrid working model (2 days in office / 3 days from home)
• Fully subsidised Bupa health insurance
• Additional annual wellbeing day and paid volunteer leave
• Access to global wellbeing programs and lifestyle discounts
• Opportunity to influence the future direction of Bupa's CRM capability
• Join a high-performing Centre of Excellence focused on establishing best-in-class product ownership, governance, and delivery standards across the organisation
• Work alongside passionate teams committed to improving customer outcomes and operational excellence

Our Commitment

Bupa values diversity, inclusion, and fair outcomes for customers. We encourage applications from all backgrounds, including First Nations peoples, veterans, people with disabilities, and LGBTQIA+ communities. Adjustments during the recruitment process can be supported.