Head of Technology - Customer / Engagement Platforms

Location: Melbourne
Reports to: Executive Leadership / CTO
Team size: ~20-25 (product, engineering, experience design, delivery & change)

About the role

Talenza is partnering with a leading, purpose‑driven organisation to recruit a Head of Technology - Customer / Engagement Platforms. This senior leadership role will shape and lead the technology platforms that underpin how people discover, register and engage across a national and global ecosystem.

This role owns the end‑to‑end technology and digital experience supporting customer and community engagement across mobile apps, websites and enterprise platforms. You will set the strategic direction, roadmap and delivery of customer‑facing platforms that remove friction, enable inclusion and drive sustained engagement and growth.

Blending technology leadership, product thinking, experience design and large‑scale platform delivery, this role is accountable not just for delivery, but for adoption, performance, reliability and measurable participation outcomes.

What you'll be responsible for

Customer & Engagement Platform Ownership

• Own the end‑to‑end technology experience across customer and engagement platforms, including discovery, onboarding, registration and re‑engagement
• Ensure digital journeys are intuitive, accessible, inclusive and scalable across diverse markets
• Remove friction across digital and physical touchpoints, delivering seamless, connected journeys

Technology Strategy & Platform Leadership

• Set the long‑term technology strategy and 12-24 month roadmap for customer and engagement platforms
• Lead enterprise‑grade platforms spanning mobile, web, identity, CRM, content, data and experience layers
• Ensure platforms meet enterprise standards for architecture, security, scalability, privacy and operational resilience

Delivery, Adoption & Change

• Mobilise and embed a multi‑year portfolio of technology initiatives that deliver real adoption and outcomes
• Establish clear governance, sequencing and dependency management across complex delivery streams
• Embed strong change management, training and enablement to ensure uptake and benefits realisation
• Balance rapid delivery with long‑term platform sustainability and reuse

Personalisation, Insight & Engagement

• Enable data‑driven personalisation and lifecycle‑based experiences across large, diverse user cohorts
• Partner with data, analytics and AI teams to turn insight into actionable, real‑time acitons
• Use performance, funnel and engagement metrics to continuously improve outcomes across key journeys

Leadership & Capability Building

• Lead and develop a large, multi‑disciplinary team across product, engineering, UX, delivery and change
• Build a high‑performance culture grounded in trust, accountability, inclusion and continuous improvement
• Establish modern ways of working at scale, supporting predictable delivery and innovation
• Build sustainable capability, succession and talent pathways across customer and engagement technology

Stakeholder & Commercial Partnership

• Act as a senior partner to executives across operations, marketing, commercial and technology
• Align platform investment to organisational strategy, funding priorities and measurable outcomes
• Build strong, trusted relationships across internal teams, member groups and external partners
• Govern budgets, vendors and delivery outcomes across a complex, federated ecosystem

What success looks like

• Customer and engagement platforms deliver seamless, consistent and accessible experiences at scale
• Strong adoption, conversion and engagement across digital channels
• Platforms are trusted, resilient and capable of supporting peak demand
• Teams deliver outcomes at pace while building long‑term capability

What we're looking for

• Senior leadership experience owning large‑scale customer or engagement technology platforms
• Proven track record leading multi‑disciplinary product and technology teams at enterprise scale
• Deep understanding of customer journeys, adoption, personalisation and platform ecosystems
• Experience maturing organisational digital capability - not just delivering projects
• Strong commercial acumen and vendor management experience
• Confidence operating in complex, high‑visibility, stakeholder‑rich environments