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Personalisation Specialist
Permanent Full Time
VIC: Melbourne - CBD
Permanent Full Time
VIC: Melbourne - CBD
02 March 2018
Closing in: 9 days time
Opened 15 February 2018
Create leading edge digital personalisation campaigns to make best use of the targetable data sources available to digital channels.

Personalisation Specialist

  • Job Number: 10066264-001
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne - CBD
  • Opening date: 15/02/2018 01:00 PM AEST
  • Closing date: 02/03/2018 12:55 PM AEST
  • Applications close in: 9 days time

We currently have an exciting opportunity for a Personalisation Specialist to join the team in creating leading edge digital personalisation campaigns to make best use of the targetable data sources available to digital channels.

A key focus of your role is to influence offer design, based on previous digital performance and in-flight campaign results in conjunction with Digital Sales leads, Digital Service leads, CVC teams, Product and CMO, prioritise and execute a pipeline of personalisation campaigns and experiences across Telstra’s key digital assets.  

You will use customer insights and segmentation to make our digital propositions more targeted and compelling to ensure overall market share growth while continuously optimising campaigns and experiences to achieve high conversion and positive NPS.

 

Key responsibilities of your role will include:

  • Define and manage a campaign roadmap to support forecasted sales, service and advocacy campaigns.
  • Co-ordinate reporting to highlight progress against Personalisation KPIs and develop strategies to manage any deviations from target. 
  • Leverage customer insights and campaign results to identify new targeting opportunities for acquisition prospects, under indexing segments, cross-sell and recontracting.
  • Support a rolling quarterly future view of BTL and ATL sales and service campaigns to be scheduled into personalisation modules.
  • Contribute to the campaign feasibility assessment and shape campaign ideas to achieve conversion rates above control (10% improvement)
  • Help influence and prioritise Personalisation campaigns to ensure high volume, high converting campaigns receive the required resource allocation.
  • Lead the execution of a portfolio of personalisation campaigns via a range of personalisation tools
  • Drive continuous process improvements to enable efficient end-to-end delivery of BTL campaigns with an excellent customer experience.
  • Monitor the effectiveness of Personalisation campaigns and intervene as required, to ensure optimum campaign effectiveness.
  • Manage an optimisation process to review in-flight Personalisation campaigns and experiences to ensure conversion achieves forecasts.
  • Coordinate regular communications and campaign performance updates for key stakeholders to drive further investment in personalisation.
  • Establish and maintain effective collaborative working relationships with peer groups and key internal stakeholders

 

What you will bring to the role:

  • At least two years experience in Digital Personalisation campaign design and delivery, including understanding the use of Personalisation tools; Adobe, Unica/Interact and Optimizely.
  • A good understanding of the levers to achieve campaign effectiveness when targeting desktop, tablet, mobile and apps.
  • Proven experience of how key digital roles contribute to personalisation (ie. producers, copywriters, visual designers and developers).
  • Experience in defining, executing and testing personalised marketing campaigns within a digital environment. 

 

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Apply Now
  • Job Number: 10066264-001
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne - CBD
  • Opening date: 15/02/2018 01:00 PM AEST
  • Closing date: 02/03/2018 12:55 PM AEST
  • Applications close in: 9 days time

Our customer service roles

Delivering brilliant customer experiences is something we're incredibly passionate about, if that's something close to your heart too, then maybe you should explore a career in customer service at Telstra. 

Flexibility at Telstra

Flexibility applies to every kind of role at Telstra. We’re driving new ways of working, and giving you more choice in how you work. It’s not where you are, it’s what you do.
Product Designer (UI/UX)
Permanent Full Time
NSW: Sydney CBD
Permanent Full Time
NSW: Sydney CBD
28 February 2018
Closing in: 7 days time
Opened 14 February 2018
We have an exciting opportunity for a Product Designer (UX/UI) to join our Customer Service Management product team within Telstra Operations.

Product Designer (UI/UX)

  • Job Number: 10065584-001
  • Employment Type: Permanent Full Time
  • Location: NSW: Sydney CBD
  • Opening date: 14/02/2018 01:00 PM AEST
  • Closing date: 28/02/2018 12:55 PM AEST
  • Applications close in: 7 days time

There’s no other communications company in Australia that has the range of opportunities on offer like at Telstra! Today we are a company that looks to the world of tomorrow. Join Telstra and further your career in more ways than you can imagine.

We are Telstra’s Customer Service Management group - we're responsible for looking after our customers, and part of that is by building world-class digital experiences to help them when things go wrong. Our goal is to create customer advocates through our excellent technical knowledge, effectiveness and assuring brand voice. Most of all, it's about keeping our customers connected.

DO THE WORK THAT MATTERS

Reporting to the Digital Product Manager, you'll work within a newly created customer-led Agile team. Your role as Product Designer will be to lead the design of new digital products, by providing expert customer research and testing, as well as your design skills: wireframing, user experience design, creating screens, testing prototypes, working with developers, and iterating to continuously improve.

You'll be responsible for designing new and refreshed online tools to help existing Telstra customers and working closely with your team to help them to get built, released and iterated upon.

You will work collaboratively as part of a high-performing team comprised of Engineers and a Product Management Analyst. You will use regular customer research to guide product direction and features and use agile/lean practices to deliver incremental customer and business outcomes.

TO EXCEL IN THIS ROLE YOU WILL:

  • Have designed end-to-end consumer or business digital experiences
  • Have experience with agile software development philosophies
  • Bring deep experience in user research, user experience, and/or visual design
  • Be able to work independently and own your own process
  • Help guide product decisions through user research and tight feedback loops
  • Have command of modern design systems and frameworks (e.g. grid systems, responsive design, mobile-first design)
  • Always think user-centred, in your design vision and process

BONUS POINTS IF YOU:

  • Have mentored designers and been a user-centred design evangelist
  • Are a design generalist, comfortable doing whatever needs to be done: whether that's early-stage ideation, research, prototyping, or visual design
  • Have a deep understanding of how to develop a consistent customer experience across multiple touchpoints, including digital and non-digital
  •  Have lead design on a product, from discovery to delivery and beyond
  • Understand the power of lean UX - your instinct is to scope down and validate

Are you excited about building customer-led digital products, working agile and owning your own product process? In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Apply Now
  • Job Number: 10065584-001
  • Employment Type: Permanent Full Time
  • Location: NSW: Sydney CBD
  • Opening date: 14/02/2018 01:00 PM AEST
  • Closing date: 28/02/2018 12:55 PM AEST
  • Applications close in: 7 days time

Our customer service roles

Delivering brilliant customer experiences is something we're incredibly passionate about, if that's something close to your heart too, then maybe you should explore a career in customer service at Telstra. 

Flexibility at Telstra

Flexibility applies to every kind of role at Telstra. We’re driving new ways of working, and giving you more choice in how you work. It’s not where you are, it’s what you do.
Group Marketing- 1:1/Fixed Marketing (12 Month Contract)
Fixed Term Full Time, Flexible
NSW: Sydney CBD
Fixed Term Full Time, Flexible
NSW: Sydney CBD
27 February 2018
Closing in: 6 days time
Opened 12 February 2018
Lead and inspire a team of expert CRM and Digital Marketers

Group Marketing- 1:1/Fixed Marketing (12 Month Contract)

  • Job Number: 10066091-001
  • Employment Type: Fixed Term Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 12/02/2018 01:00 PM AEST
  • Closing date: 27/02/2018 12:55 PM AEST
  • Applications close in: 6 days time

Connect With Telstra 

Our purpose is to create a brilliant connected future for everyone. It's a future that won't happen on its own. It has to be delivered – and only Telstra can bring together all parts to create it. And, that's where you come in, by helping Telstra Media and Marketing drive value to core products and lead the industry in giving customers great content experiences.  

About the role

We are doing things differently at Telstra as the Group Manager for one to one and Digital Fixed Marketing you will be able to try new things and stretch your digital knowledge and skills! Leading a team of expert CRM and Digital marketers you will develop a suite of 1:1 and digital marketing programs that drive customer retention, growth and increase customer satisfaction through innovative and effective campaign activity. Working alongside the General Manager of Consumer CRM you will contribute to developing on the Consumer Fixed portfolio strategy which will then enable you to lead and mentor your team of 6 to deliver on business objectives, strategy and excellence in campaign creative and targeting strategies.

Furthermore, your ability to partner and manage key relationships will be key to the success of our programs. You will partner with external digital agencies, our digital capability team and Telstra Digital to design and deliver best-practice digital marketing executions. It will also be crucial you manage key internal business relationships across our Product, Sales and Channel teams to help maximise marketing investment and deliver a seamless customer experience. 

Some of the specifics

  • Located in Sydney
  • Fixed Term- 12 Months

It’s no secret we expect a lot from you. In return, we offer ongoing training and support to help you develop and grow your own career, while helping Telstra Marketing to achieve its strategic goals. Also, being part of Telstra, you’ll enjoy access to some great rewards and benefits!

A bit about you

  • Previous leadership experience is essential
  • Extensive Digital Marketing and one to one Marketing experience
  • Ability to solve complex problems
  • Experience in contributing to developing and executing Digital and one to one Marketing strategy
  • Excellent verbal and written communication skills
  • Ability to engage and influence a number of internal and external stakeholders.

Apply today

If you're excited about the opportunity to be part of team who are deeply committed to making Telstra Marketing a great place to work and where people feel connected to their work and energised to do the best for our customers – this could be the role for you!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

Apply Now
  • Job Number: 10066091-001
  • Employment Type: Fixed Term Full Time, Flexible
  • Location: NSW: Sydney CBD
  • Opening date: 12/02/2018 01:00 PM AEST
  • Closing date: 27/02/2018 12:55 PM AEST
  • Applications close in: 6 days time

Our customer service roles

Delivering brilliant customer experiences is something we're incredibly passionate about, if that's something close to your heart too, then maybe you should explore a career in customer service at Telstra. 

Flexibility at Telstra

Flexibility applies to every kind of role at Telstra. We’re driving new ways of working, and giving you more choice in how you work. It’s not where you are, it’s what you do.
Senior Product Manager
Permanent Full Time, Flexible
VIC: Melbourne - CBD
Permanent Full Time, Flexible
VIC: Melbourne - CBD
22 February 2018
Closing in: 1 days time
Opened 07 February 2018
Sitting within the broader Products team, the Small Business Mobile Product Management team help deliver the core financial objectives of the portfolio by ensuring customers get the best possible mobile experience in and out of their business. Reporting...

Senior Product Manager

  • Job Number: 10063059-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD
  • Opening date: 07/02/2018 01:00 PM AEST
  • Closing date: 22/02/2018 12:55 PM AEST
  • Applications close in: 1 days time

Connect With Telstra:

The world around us is changing and hopefully you've noticed that Telstra is changing too. We're putting the customer at the centre of everything we do, and we need your help to do that. At Telstra, the ever changing technology is setting the pace and driving the business forward and we want people who are driven to succeed and have a hunger to learn and achieve goals.

Telstra's Products group is responsible for designing, testing and bringing to market new products, plans and services for Telstra's retail customers. The team manage a domestic product portfolio that includes mobile products, fixed broadband, and the transition of our customers onto the NBN, small business solutions and mobile enterprise services.

The group delivers exceptional experience to consumers and drives Telstra’s retail products to new directions with a focus on customers and quality. Most importantly, they think ahead, inquire, analyse, strategize and make it happen!

About the Role:

Sitting within the broader Products team, the Small Business Mobile Product Management team help deliver the core financial objectives of the portfolio by ensuring customers get the best possible mobile experience in and out of their business.

Reporting into GM Product Management Small Business Mobility, your role will be to own and continually improve the end-to-end product and customer experience vision for M2M and IoT categories, drive product improvements through tactical and strategic projects in the portfolio, and to achieve financial and customer satisfaction targets

The Internet of Things (IoT) is set to transform the way our customers do business.  Many millions of new connected devices deliver unprecedented data and insight to inform decisions that will help reduce costs, drive efficiency, improve customer experience and differentiate their products and services in the market. 

The role is an exciting chance to own, define and execute the strategy and product roadmap of this category.

So what are we looking for?

As a Senior Product Manager at Telstra, you will combine market savvy, product technical knowledge, and a consumer-product sensibility to innovate features that will transform and improve our business mobile products. Our product managers identify and prioritize features, define product requirements and the metrics for success, and guide projects through the product development lifecycle to deliver on high quality products. You will be responsible for monitoring the competitive landscape and market trends to keep Telstra in a leadership position, making decision trade-offs between features and speed-to-market. You will be an integral part of a cross-functional team, collaborating closely with Channels, Customer Experience, Finance, Pricing, Complaints, and major mobile vendors and partners – whether it be launching new products or optimizing those already in the market.

The role will employ a heavy bias towards innovative thinking, always looking for ways to drive the optimal customer experience and internal efficiencies in a scalable way. You will be self-motivated and entrepreneurial and have the ability to collaborate with stakeholders at all levels.

So, if this sounds like an opportunity you just can't pass up, we encourage you to apply!

Your Next Challenge: Key Responsibilities

  • Own, develop and deliver on the strategy of IoT and M2M product suite for Small Business Mobility
  • Ensure the Small Business Post-Paid Mobile product meets key financial and customer experience objectives.
  • Contribute to the product roadmap, its evolution, its economic return per customer, device related customer experiences, and the identification of converged and self-service opportunities.
  • Developing a compelling customer experience and productivity strategy for your product/s and delivering key initiatives to improve the experience for our customers and productivity for Telstra.
  • Executing the strategy to improve the product and service attributes such as speed, reliability, and connectivity for our customers including identification and assessment of future device technologies.
  • Representation of M2M and IoT categories and priorities across Telstra especially in the Retail, Assurance Channels, IT, Networks, Concept to Market, Finance, Marketing, Billing, Digital and other Product teams.
  • Be the direct contact and manager for all product related customer complaints relating to your product/s, including provision of their timely resolution and follow up.
  • Be the subject matter expert on mobile product technologies including networks, IT stacks and relevant support systems.
  • Manage the overall product/s roadmap.
  • Help to create a brilliantly connected experience for the team, through role modelling Telstra values, driving for change and helping yourself and others to continue improving.
  • Drive a culture around Fewer, Bigger, Better that supports the agility of resources in line with our strategic plan.

SET YOURSELF APART: Preferred Skills/Experience:

  • Strong product management experience at a large consumer services organization
  • Significant experience and knowledge of the telecommunications industry, competitive environment and evolving domestic and international trends, future threats and opportunities.
  • Roles at this level are regarded as seasoned professionals who will be capable of dealing with a range of difficult or very complex issues often requiring them to lead or have functional responsibility for a number of related procedures.

 SOUND LIKE YOU?

If this opportunity sounds like a challenge and something you could excel in – this job could be for you. So apply today!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

 

Apply Now
  • Job Number: 10063059-001
  • Employment Type: Permanent Full Time, Flexible
  • Location: VIC: Melbourne - CBD
  • Opening date: 07/02/2018 01:00 PM AEST
  • Closing date: 22/02/2018 12:55 PM AEST
  • Applications close in: 1 days time

Our customer service roles

Delivering brilliant customer experiences is something we're incredibly passionate about, if that's something close to your heart too, then maybe you should explore a career in customer service at Telstra. 

Flexibility at Telstra

Flexibility applies to every kind of role at Telstra. We’re driving new ways of working, and giving you more choice in how you work. It’s not where you are, it’s what you do.
Business Analyst - CRM
Permanent Full Time
VIC: Melbourne - CBD, NSW: Sydney CBD or QLD: Brisbane CBD
Permanent Full Time
VIC: Melbourne - CBD, NSW: Sydney CBD or QLD: Brisbane CBD
27 February 2018
Closing in: 6 days time
Opened 25 November 2017
Are you a CRM subject matter expert that loves to be on the cutting edge, solving problems through technology and design? Do you believe that digital technology has the power to make the world more connected and informed, as well as offer new answers...

Business Analyst - CRM

  • Job Number: 10062326-001
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne - CBD, NSW: Sydney CBD or QLD: Brisbane CBD
  • Opening date: 25/11/2017 01:00 PM AEST
  • Closing date: 27/02/2018 12:55 PM AEST
  • Applications close in: 6 days time

Are you a CRM subject matter expert that loves to be on the cutting edge, solving problems through technology and design? Do you believe that digital technology has the power to make the world more connected and informed, as well as offer new answers to most complex challenges? If so, this is the role for you! Help bring the power of digital technology to our customers and transform how they engage with us.

About the Team:

Sitting in our wider Customer Experience & Transformation team, the Small Business Digitisation team enables the successful delivery of all projects and initiatives through strategic management and optimisation of systems, tools and processes. The team is on a mission to transform the end-to-end user experience and provide improved service to our stakeholders, partners and customers.

About the Role:

We are looking for a Partner Technology Lead with the technical skills and talent to navigate our current CRM suite of tools and improve our business processes. You will be the key contact for resolving problems, analysing business requirements, solution design and the implementation of the solutions. You will be a trusted advisor and domain authority working closely with Small Business partners and internal teams. You will bring the right balance of analytical rigor, pragmatic and timely delivery of business value in an agile and iterative environment. You will have the intellectual curiosity to innovate and disrupt the status quo while working towards the delivery of excellent user and customer experience.

So if you’re a subject matter expert in CRM and looking for your next challenge in the world of digitization then this is the role for you!

Key Responsibilities:

  • Oversight of the in-program development of features for Small Business and driving a healthy relationship with IT.
  • Proactively communicating and collaborating with appropriate stakeholders to analyse and deliver business requirements and processes
  • Interpret customer business needs and elicit requirements using techniques such as interviews, document analysis, workshops, etc. Document requirements through user stories, process flows and/or other appropriate forms of business requirements documentation
  • Participate in business governance and design forums to ensure consistency of solution delivery across separate delivery programs
  • Maintain the CRM ecosystem between Telstra and its partners.
  • Liaise with Security and Legal teams when required to ensure compliance of systems and tools prior to implementation.

What sets you apart?

Key Skills & Experience:

  • Experience with standard methodologies for Salesforce/CRM operations
  • Certified with: Salesforce, CRM, PRM, MDM, CPQ and Agile delivery is advantageous
  • Project management experience
  • Experience collating and reviewing business requirements, and in the design and development of solutions to business problems
  • Knowledge of end-to-end solution architecture and integration
  • Experience working in cross functional teams
  • Experience managing and participating in pre deployment testing (UAT, PVT)
  • Experience in the assessment and management of escalated issues
  •  Ability to support business to initiate reports as required – CRM Reporting Skills desirable
  • Demonstrated capacity to develop and maintain sound working relationships with customers, other key stakeholders and suppliers.
  • Excellent communication skills, interpersonal and negotiating skills together with superior analytical and problem solving ability
  • Strong ability to cultivate a climate that values customer service, team performance, service quality, change and innovation.
  • Strong client services focus and facilitation skills

SOUND LIKE YOU?

If this opportunity sounds like a challenge and something you could excel in – this job could be for you. So apply today!

Telstra is an equal opportunity employer and we value diversity. We’re also committed to flexibility and open to considering flexible ways of working for every role.

Apply Now
  • Job Number: 10062326-001
  • Employment Type: Permanent Full Time
  • Location: VIC: Melbourne - CBD, NSW: Sydney CBD or QLD: Brisbane CBD
  • Opening date: 25/11/2017 01:00 PM AEST
  • Closing date: 27/02/2018 12:55 PM AEST
  • Applications close in: 6 days time

Our customer service roles

Delivering brilliant customer experiences is something we're incredibly passionate about, if that's something close to your heart too, then maybe you should explore a career in customer service at Telstra. 

Flexibility at Telstra

Flexibility applies to every kind of role at Telstra. We’re driving new ways of working, and giving you more choice in how you work. It’s not where you are, it’s what you do.
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