Employment Type

Permanent

Closing Date

12 Jan 2025 11:59pm

Job Title

Digital Journeys Senior Specialist

Job Summary

Job Description

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work.

For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises wellbeing and choice.

What We Offer

• Flex appeal: choose where, when and how you work
• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

What is the focus of the role?

The Digital Journey’s Senior Specialist’s primary focus is to enhance customer experiences through innovative digital solutions. You will work in an agile team environment, collaborating with stakeholders to identify and resolve bottlenecks in the customer journey. Your expertise in digital activities, combined with your customer-centric, data-driven problem-solving skills, will be crucial in continuously improving Telstra’s digital assets and channels to boost customer engagement.

About the Role 

As a Digital Journey’s Senior Specialist, you are passionate about digital activities, solutions and assets that transform  customer’s  experience.  You  thrive  in  an  agile  team  environment,  and  enjoy  working  closely  with stakeholders  to  identify  bottlenecks  in  the  customer  journey  and  coming  up  with  innovative  solutions  to improve  service  objectives.  Your  deep  domain  expertise  and  thought  leadership,  combined  with  your customer-centric  data  driven  problem-solving  abilities  is  what  makes  you  outstanding  in  your  role,  and  is critical for continuously enhancing Telstra’s digital assets and channels to improve customer engagement. 

As a Digital Journey’s Senior Specialist, you leverage your extensive experience in implementation and delivery of multi-channel digital initiatives to deliver against the following responsibilities: 

• Deliver digital channel strategies and solutions to enhance business and customer value. 
• Quickly analyze customer data and translate insights into impactful journey maps that articulate customer needs and shape digital design briefs and recommendations. 
• Take ownership of digital channel assets and initiatives within a portfolio, including release management, active performance monitoring, and regular reviews of digital behavior and customer feedback to ensure high standards. 
• Identify new and emerging opportunities for channel positioning to address gaps and improve the positioning of digital products and services across the portfolio. 
• Authentically engage and establish relationships with interdepartmental stakeholders, driving integration with digital and customer experience teams to deliver shared goals aligned with Telstra’s customer service brand and objectives. 
• Facilitate cross-functional design sessions with product owners and development teams to experiment and incubate ideas that resolve customer journey pain points and enhance the overall digital experience. 
• Effectively monitor and report on digital channel and campaign performance, applying real-time learnings to drive better business and customer outcomes. 
• Model best practice customer experience and digital journey mapping tools and techniques to support peers and team members in delivering consistently high-quality output. 
• Maintain knowledge of digital trends and customer preferences through active thought leadership, sharing expertise with team members to inform digital strategies and channels that deliver optimal experiences. 
• Apply problem-solving abilities to evaluate and assess customer journey risks or issues, working collaboratively with team members to resolve them efficiently and timely. 

About You 

To succeed in this role, you’ll bring a strong blend of digital expertise, strategic thinking, and a customer-first mindset: 

• Experience: Demonstrated success in a similar role, preferably within a sales or customer-focused digital environment.
• Marketing and Digital Expertise: Experience in app marketing, go-to-market strategies, and optimizing digital platforms and channels. This includes proven experience in developing and executing successful app marketing campaigns, with a strong emphasis on 1:1 digital communication strategies to drive ongoing engagement with our digital channels. This includes acquiring new app users, retaining existing ones, and fostering meaningful connections. 
• Expert Content Creation Skills: Exceptional skills in crafting compelling short-form content that captures attention and drives engagement. You possess a deep understanding of content strategy, planning, development, and distribution across various channels, including social media. 
• Agile Methodology: Deep understanding of Agile practices and tools to foster collaboration and innovation. 
• Data-Driven Digital Native: A strong understanding of digital platforms and marketing technologies coupled with exceptional analytical abilities. You can effectively interpret data, extract actionable insights, and leverage those insights to inform and optimise digital strategies. 
• Strategic Vision: A highly strategic thinker with a talent for innovative problem-solving. You can confidently analyse market trends, identify opportunities, and influence stakeholders with your persuasive "out-of-the-box" ideas to deliver results.  
• Customer Engagement Focus: Expertise in value proposition development and creating meaningful connections with customers.
• Commercial Acumen: A clear understanding of market trends to deliver measurable business outcomes. 
• Action-Oriented Contributor: A proactive self-starter who thrives in a dynamic environment. You're not afraid to roll up your sleeves and execute tasks, ensuring projects are completed efficiently, effectively and on time. You possess a strong work ethic and a hands-on approach to deliver tangible results 

If you are passionate about transforming digital experience to drive business and customer success and, looking to take the next step in your career, we’d love to hear from you!

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

As you know, at Telstra we understand the importance of connecting with family & friends over the holiday period and that is what our team is doing right now. Once they have reset & recharged, they will return to review applications from the 7th of January 2025. Thank you so much for your patience during this period of time.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.