About CEC

The Customer Experience Company (CEC) is an Australian consultancy that designs and builds the experiences customers and staff use every day. Over more than 20 years and more than 500 client engagements, we have delivered measurable results for the organisations we work with.

We believe efficiency and a great experience can be delivered together. Our approach, Experience Engineering, puts CX strategy, service design and technology delivery in one team from the first day of an engagement. The strategy is shaped by what can be built, and the software is shaped by what customers need.

We are a small, senior team. Strategists, designers and engineers work side by side, and we use modern AI-native engineering to ship high-quality custom software for a fraction of the usual cost and time.

The role

As our Product Delivery Manager, you will own the delivery of several client products at once, from signed statements of work to go-live and ongoing support. You will help decide what gets built, plan how it gets built, and see it through to release. The role combines product management, project management and delivery management in one holistic role. This is Experience Engineering applied to delivery. The product strategy is shaped by what the team can realistically deliver, and the delivery plan carries the reasoning behind every priority. Decisions move faster because there are fewer handoffs. Stakeholders hear one consistent account of where the product is going, how the work is progressing and what is shipping next.

You will move between these disciplines throughout the week. In a single day you might test an idea with a quick prototype, reshape the roadmap in response, and turn the result into tickets the team can pick up. If you enjoy that range and want to own the whole path from idea to release, this role was written with you in mind.

CEC is growing, and our project load now needs a dedicated product delivery lead. You will be the day-to-day contact for client product owners and the person who keeps our designers and engineers focused on the right work. Each engagement gets the delivery attention it deserves, and our technical leads are free to focus on architecture and build.

Your first six months

By the end of your first six months, success looks like this:

- Two to three active client products are running to a clear plan, with predictable releases.
- Clients describe CEC as easy to work with, and scope changes are raised early and agreed in writing.
- CEC has a consistent delivery playbook covering sprint planning, UAT, go-live readiness and hypercare.
- Leadership has accurate weekly visibility of capacity, budget burn and risk across your portfolio.

What you will do

Your responsibilities fall into three disciplines. You will work across all of them at once,



and each set of tasks informs the others.

Project management

- Turn statements of work into timelines, release plans and project plans with the technical lead, so the team and the client can rely on them.
- Keep the RAID log current, so risks, assumptions, issues and dependencies are visible and owned.
- Escalate issues as they arise and put mitigations in place before they affect delivery.
- Report on project health, giving an honest picture of progress, risk and confidence.
- Keep stakeholders engaged with regular, clear updates on both product and project progress.

Product management

- Set the product strategy and explain it in terms the whole team understands.
- Prioritise the product roadmap, making trade-offs visible and explaining the reasons behind them.
- Resolve the points where engineering, design and delivery meet, so decisions get made and work keeps moving.
- Advocate for users and for the business, and find the solution that serves both.
- Prototype ideas with tools like Claude and Cursor, so assumptions are tested quickly before the team commits to building them.

Delivery management

- Run agile cadences, including sprint planning, stand-ups, refinement, showcases and retros, sized to each engagement and kept focused and useful.
- Help write, refine and triage development tickets so the team always has clear, ready work.
- Write release notes that explain what changed and why it matters to the people who use the product.
- Plan deployments with engineering, covering timing, dependencies and communication.
- Help produce and maintain technical documentation.

What you will bring

The right person for this role has worked across project, product and delivery management, and can switch between them several times a day without losing momentum. What matters most is breadth, with enough depth in each area to be credible to the people you work with.

Essential

- At least three years delivering digital products or custom software, ideally in a consultancy or agency.
- A track record of running several client projects in parallel through to go-live.
- A strong command of agile delivery and backlog management, and of tools such as Jira and Confluence.
- Confidence with senior client stakeholders, including difficult conversations about scope and budget.
- Enough technical fluency to discuss APIs, integrations, environments and releases with engineers.
- Clear, calm communication in writing and in person.





Desirable

- Experience in insurance, financial services or health.
- Experience delivering portals or platforms built on top of legacy core systems.
- Familiarity with AI-native development and how it changes delivery planning.
- A background in UAT coordination, service design or business analysis.
- Scrum, PMP or PRINCE2 certification.

How you work

- Planning and risk. You can build a realistic project plan, keep a RAID log that people trust, and raise issues early with a clear proposal for handling them.
- Product judgement. You can set a product direction, explain your priorities and hold your position when the evidence supports it. You make trade-offs between user needs and business needs openly.
- Agile practice. You have run planning, refinement and retros, and you know how to keep them useful for the team.
- Technical fluency. You are comfortable working closely with engineers. You can write a clear development ticket, follow a technical conversation, contribute to documentation and plan a deployment with the people who will carry it out.
- Hands-on prototyping. You are keen to build rough prototypes yourself with tools like Claude and Cursor, so ideas can be tested before the team commits to them.
- Explicit writing. Your release notes, reports and tickets are easy for their audience to read, whether that audience is an engineer, a stakeholder or a user.
- Stakeholder communication. You can explain progress, risks and product decisions plainly to people with very different interests, and bring engineering, design and delivery to a shared decision.
- Range. You are as comfortable reworking the roadmap in the morning as you are checking a deployment plan in the afternoon, and you see how each one affects the other.

The work we do

More and more of our work is building systems of engagement. These include customer portals, broker and partner platforms, quoting and binding tools, and internal workflow apps that sit on top of existing core systems. They make legacy platforms feel modern to the people who use them, while avoiding the cost and risk of replacing the core.

Our clients are in insurance, health, financial services, government and consumer brands. They typically still handle much of their customer service manually or by phone, and most do not have a large in-house engineering team.

Why join CEC

- Real impact. The products you deliver are used by thousands of customers, often within weeks of launch.
- A senior, close-knit team. You will work day-to-day directly with the Product and Delivery Director.
- Modern delivery. We are at the forefront of AI-native software engineering in Australia.
- Room to grow. As CEC scales, this role will shape how we deliver and help build our delivery team.

📌 Product Delivery Manager (Sydney)
🏢 The Customer Experience Company Pty
📍 Sydney