Senior Customer Experience Improvement Specialist (Fixed Term)

Employment Type Fixed Term (Fixed Term) Closing Date 29 July 2026 11:59pm Job Title Senior Customer Experience Improvement Specialist (Fixed Term) Job Summary Job Description At Telstra, we're not just improving processes, we're reimagining how work gets done.

We're looking for experienced transformation and work-redesign professionals who can challenge traditional ways of working, redesign customer and operational experiences, and drive meaningful change across the organisation. This is deep, hands-on transformation work.

AI is increasingly part of how we do it, so we want people who are genuinely curious about AI, comfortable with the core concepts, and hungry to build the skill as the field matures. You don't need to be an AI expert. You need transformation expertise you can stand behind, and the appetite to apply it in an AI-enabled environment.

Focus of the Role As a Senior Customer Experience Improvement Specialist, you'll lead complex transformation initiatives that improve customer and business outcomes. You'll work across diverse stakeholder groups to identify opportunities, define problems, redesign workflows, and implement sustainable solutions.

Unlike traditional continuous improvement roles, you'll often be working in environments where the challenges are not clearly defined. You'll be expected to navigate ambiguity, uncover opportunities, and influence stakeholders to create future-state ways of working.

What You’ll Do In this role, you will take ownership of business improvement initiatives end-to-end, including: Lead end-to-end transformation, process redesign, and customer experience improvement initiatives. Analysing data and identifying root causes to uncover insights and inform solutions Engaging stakeholders and facilitating workshops to understand challenges and align on direction Designing and implementing solutions that address business and customer needs Driving execution through to deployment, ensuring solutions are delivered effectively Measuring outcomes and demonstrating impact, validating that improvements have been successfully achieved You will play a key role in translating complex business challenges into actionable initiatives and delivering outcomes that improve efficiency and customer experience.

This will be 24 months fixed term opportunity. What We’re Looking For We’re seeking for a transformation-focused professional who thrives in ambiguity and is passionate about reshaping how work gets done in an AI-enabled future. Essential Skills Proven experience leading business transformation, process redesign, or operational improvement initiatives across complex environments.

Strong capability in structured problem solving, critical thinking, and root-cause analysis to identify opportunities and develop sustainable solutions. Demonstrated experience in end-to-end problem solving from scoping through to implementation Ability to engage, influence, and collaborate with stakeholders at all levels Strong storytelling and communication skills, including presenting to senior stakeholders Experience leading cross-functional working groups, driving alignment, and delivering change in complex environments.

Highly Desirable Lean Six Sigma, Green Belt or Black Belt Experience supporting technology-enabled transformation, automation, AI, or workflow modernisation initiatives. Experience applying Human-Centred Design methodologies to deliver customer-centric solutions and business outcomes.

Why Join Us? This is an opportunity to help shape how a leading organisation redesigns work in an AI-enabled future. You'll collaborate with senior leaders, influence strategic transformation initiatives, and work on some of the most exciting and emerging challenges facing modern organisations today.

If you're energised by solving hard problems, redesigning workflows, and shaping the future of work alongside sharp, cross-functional teams, we’d like to hear from you. As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

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 disabilities 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.

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. We are aware of current limitations with our website accessibility and are working towards improving this.

Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment