The Client Communications Product Owner is responsible for owning and delivering the day to day product backlog for MUFG’s client and member communications capabilities, ensuring communications solutions are reliable, compliant, scalable, and aligned to agreed product strategy and operational priorities.
Sitting within the Omnichannel / Transformation domain, this role acts as the bridge between business stakeholders, communications operations, and technology delivery teams. The Product Owner translates the strategic direction for client communications into executable backlog items, configuration changes, and platform enhancements across digital and print correspondence channels.
The role focuses on execution, prioritisation, and continuous improvement, ensuring transactional, regulatory, and client specific communications are delivered accurately, efficiently, and consistently, while supporting broader transformation objectives such as automation, standardisation, cost to serve reduction, and improved client experience.
Key Accountabilities and main responsibilities
Strategic Leadership & Vision
- Own the execution of the Client Communications product vision by translating the agreed strategy, principles, and roadmap into clear priorities, backlog items, and delivery outcomes across digital and print correspondence channels
- Act as guardians of end to end communications capability from a delivery perspective, ensuring solutions support consistent, accurate, compliant, and scalable client and member communications aligned to MUFG’s broader transformation agenda.
- Partner closely with Communications Account Managers, Core Domain and Transformation leadership to ensure delivery priorities reflect strategic intent, regulatory obligations, cost to serve objectives, and agreed client outcomes, while maintaining a strong focus on execution feasibility.
- Embed standardisation and reuse as core design principles, driving consistent communication templates, content structures, and delivery patterns to minimise duplication and support multi client scalability.
- Champion automation first and digital by default outcomes, shaping delivery decisions that reduce manual effort, improve straight through processing, and modernise the client communications ecosystem over time.
- Ensure regulatory, risk, and compliance considerations are embedded into delivery decisions, working proactively with Risk and Legal stakeholders to uphold legislative and contractual obligations across all correspondence outputs.
- Continuously evaluate communications performance and capability gaps, using operational insights to inform backlog prioritisation, incremental improvement, and longer term roadmap evolution.
- Managing the cost allocation for the purposes of invoicing/recovery and governance of the financial reporting for member communications across all funds including gathering of data various third party/vendors, business stakeholders and IT.
Delivery and execution
- Own and manage the Client Communications delivery backlog, translating business, regulatory, and operational requirements into clear, prioritised user stories, acceptance criteria, and delivery objectives across digital and print correspondence platforms.
- Drive end to end delivery of communications enhancements and changes, working closely with Technology, Operations, Vendors, and Shared Services to ensure solutions are delivered on time, to quality, and in line with agreed scope and priorities.
- Lead agile delivery ceremonies (including backlog refinement, sprint planning, reviews, and showcases) to maintain momentum, manage dependencies, and ensure delivery teams are aligned to business outcomes.
- Collaborate with Operations and Service teams to prioritise defect resolution, regulatory updates, and continuous improvement initiatives that maintain accuracy, timeliness, and service level performance of communications outputs.
- Actively manage dependencies and risks across upstream systems (e.g. core administration, workflow, CRM) and downstream delivery partners to ensure communications solutions integrate seamlessly within the broader omnichannel ecosystem.
- Monitor delivery outcomes and operational performance, using insights from incidents, volumes, turnaround times, and rework drivers to inform backlog prioritisation and incremental improvement.
- Support change adoption and enablement, partnering with business stakeholders to ensure delivered communications capabilities are embedded effectively into day to day operations.
People Leadership
- Provide leadership to communications delivery and product team members, including mentoring, capability uplift, and performance management.
- Build a culture of accountability, continuous improvement, and strong attention to detail.
- Ensure teams understand how communications initiatives link to MUFG’s strategic priorities and transformation outcomes.
Stakeholder Engagement
- Act as the primary delivery interface for Client Communications with internal stakeholders across Operations, Technology, Client Delivery, Risk, and Transformation, ensuring shared understanding of priorities, dependencies, and delivery outcomes.
- Partner closely with Product Management and Transformation leaders to align backlog priorities with strategic intent, regulatory requirements, and client outcomes, while providing clear visibility of delivery constraints and trade offs.
- Work collaboratively with Operations and Service teams to ensure communications solutions meet day to day operational needs, service level expectations, and volume demands, incorporating operational feedback into prioritisation decisions.
- Engage Risk, Compliance, and Legal stakeholders early in the delivery lifecycle, ensuring correspondence changes adhere to legislative, contractual, and audit requirements and that risks are identified and managed proactively.
- Provide clear, consistent communication to stakeholders on backlog priorities, delivery progress, dependencies, risks, and upcoming changes, supporting effective governance and informed decision making.
- Support client facing and governance forums by preparing delivery focused updates on communications performance, incidents, and improvement initiatives, where required and in partnership with Client Account Managers.
- Act as an escalation point for delivery related communications issues, coordinating resolution across business, technical teams, and external partners to minimise impact on client and member outcomes.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Required
- Significant experience (10+ years) in customer communications, correspondence management, or related product/operations roles within financial services or superannuation.
- Strong understanding of superannuation administration processes and legislative requirements.
- Proven experience managing large‑scale, high‑volume transactional communications.
- Demonstrated capability in document composition, data‑driven correspondence, and information management.
- Experience aligning technology‑enabled solutions to core business processes.
- Strong commercial acumen, including vendor and SLA management.
- Exceptional attention to detail and commitment to quality.
- Strong communication and influencing skills, with the ability to engage senior internal and external stakeholders.
Desirable
- Experience in product management, business systems analysis, or transformation roles.
- Exposure to automation or digital communications platforms.
- Familiarity with process mapping, structured analysis, and visual modelling techniques.
- Understanding of project or delivery management methodologies.
Some of our Employment Benefits
- Flexible Working – hybrid model enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender Transition Leave, Well-Being Leave
- Employee Recognition Program
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development – including education assistance
- Employee discounts – including Bupa and Microsoft
Novated Car Leasing
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Culture at MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to Apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
