Customer Platforms Lead

About the role

The Customer Platforms Lead will own strategy, delivery and optimisation of a suite of critical digital platforms that support member and customer experiences. Reporting to the General Executive – Technology & Information Security, the role drives platform stability, releases and continuous improvement while contributing to the organisation’s AI transformation agenda.

Key responsibilities

• Own end‑to‑end lifecycle of core customer and digital platforms, managing monthly release cycles and prioritisation of enhancements.
• Lead on‑shore and off‑shore delivery teams, ensuring high‑quality releases, platform stability and compliance with SLAs.
• Mentor and develop a cross‑functional team of Business Analysts, Test Analysts and vendor resources.
• Partner with senior stakeholders in Marketing, Contact Centre, Member Experience and Technology to translate business needs into platform roadmaps.
• Manage strategic vendor relationships, budgets, licensing costs and financial forecasting.
• Support AI adoption by identifying automation opportunities and collaborating with technology and data teams.

Required profile

• Commercially minded technology leader with extensive platform delivery experience.
• Proven ability to lead large, blended delivery models and influence senior stakeholders.
• Strong track record of driving operational excellence and digital transformation.

Required skills

• CRM platforms
• Marketo marketing automation
• Jira and Confluence
• Agile delivery practices
• AI/automation concepts

What we offer

• Competitive salary up to $180,000 plus superannuation.
• Opportunity to shape a high‑impact digital portfolio.
• Leadership of a talented, cross‑functional team.