Digital Channel Manager at Tyro

Product, Full-time, 155 Clarence St, Sydney, NSW, 2000 sydney product full-time
Posted 1 months ago

Who we are

Launching in 2003, Tyro has grown to become Australia's largest EFTPOS provider of all ADI's outside of the big 4 banks. With almost 500 employees, $13.4 billion in transactions in 2018, we are much more than an EFTPOS provider - Tyro is an ASX listed Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA).

With 10 industry firsts to market, we're giving the business banking world a good shake up, with smart technology that saves Australian businesses time and money. Come and be a part of the Tyro journey.

The Role of Product

The product division is made up of 7 teams and our main role is to innovate, design and create customer centric solutions.  We are expected to execute a cohesive product strategy while collaborating across the organisation to deliver exceptional commercial outcomes.

The seven teams are as follows:
Digital Channels – design and deliver consistent customer experience across all digital channels
Payments – P&L responsibility across payment solutions
Deposits – P&L responsibility across deposit solutions
Lending – P&L responsibility across lending solutions
Platform & Insights – P&L responsibility across value added solutions and data insights solutions on the platform
Portfolio Optimization & Analytics – Optimize commercial outcomes across all products and segments using data driven models
Process Transformation – Mastering lean six sigma concepts to increase effectiveness of our end to end processes and our investment in internal systems

As Digital Channel Manager, you will be focused on the improvement and expansion of the applications that our staff use to assist our customers. You will need to develop a deep understanding of the needs of our customers, what they are trying to achieve and how our staff will support them.
The Digital Channel Manager acts as the product owner in the product team and will be accountable for:

·       Maintaining an up to date understanding of the challenges our merchants experience and what they are trying to achieve
·       Assessing the importance and frequency of customer needs and challenges. You must be able to support this with qualitative and quantitative data
·       Creating well-articulated customer focused problem definitions for our designers and engineers
·       Collaborating with the designers and engineers to design and deliver solutions to these problems which delight customers that are also sustainable and scalable for Tyro
·       Continually monitor and report on the performance of your channels to your stakeholders.
You will report to the Senior Channel Manager and work alongside UX Designers, Researchers, Product Marketing and Engineers.

What you'll be doing:

  • Discover customer challenges for ongoing support with Tyro and gather qualitative and quantitative data to support their problems.
  • Speak with customers and understand their needs.
  • Craft well-described problem statements from your research.
  • Collaborate with the Head of Digital Channels and Senior Digital Channels Manager to describe and prioritise the problem statements to deliver on the objectives of the Digital Channels Roadmap.
  • Work with internal stakeholders to understand systems and processes that contribute to the customer problem.
  • Lead your product team (designers and engineers) in designing, validating and delivering solutions.
  • Measuring results against expectations and where necessary address issues and revisit solutions so that the initial objectives are met.
  • Work with your team to demo solutions and update the company on you results.
  • What we're looking for:

  • 3+ years of experience in product management preferably in a high growth tech company
  • Demonstrated ability to initiate, collaborate and manage strategic initiates across the full product development lifecycle
  • Facilitation skills
  • Confidence and ability to work independently
  • Positive attitude and strong interpersonal skills
  • Excellent communication and presentation skills
  • Time management and negotiation skills
  • Capability in analytics and reporting 
  • Experience delivering solutions for customer support staff a plus
  • More than a year in financial services or other regulated industries a plus
  • Capability in research, usability, CX, service design or product design a plus
  • Why work for us

    We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

    🎥 Take a look here what it's like to work at Tyro

    Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

    Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and not to mention our multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed. 

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