Customer Experience Design Lead

2 weeks ago

North Sydney Council, Australia TPG Telecom Full time
Exciting time to join a top 100 ASX listed business with big goals

  • Hybrid working arrangement mix of WFH/office
  • Access to a great selection of benefits
We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity


The Customer Experience Design Lead will partner within a dedicated 'E2E Solution Design Team' and across TPG Telecom to design and embed Post Sale In-Life Customer Care Journeys and associated operational processes for 'Large Deals'.


Responsibilities

  • Embed customer experience principles to design end to end customer and user journeys from solution acceptance through to onboarding and In-Life Customer Care
  • Identify and highlight priority customer needs and pain points to drive the right design outcomes
  • Partner with TPG Telecom stakeholders to ensure alignment to overarching EGW Sales and Service Model Design Principles, EGW Processes and Lead to Cash RACI, and WorkFlow Automation.
  • Facilitate change management discussions with relevant teams to understand change and volume impacts
  • Coordinate the creation of new or update to existing processes and work instructions
  • Document the end to end Run Model with all customer and user journeys and RACIs
  • Document and gain endorsement of the transition to run model RACI
  • Coordinate any workflow automation requirements or customer facing collateral through Product (Product Accountable)
  • We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.
  • Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers' expectations.
  • Plan your work and be ready to take advantage of the opportunities and risks that come with our everchanging industry.
  • Protect the brand, reputation and profitability of TPG by maintaining the confidentiality, integrity and availability of its information assets and information systems.
  • Be familiar with policies and procedures, as well as completing any associated training, as communicated or made available on the intranet and our learning systems.

Knowledge and experience

  • Customer and User Journey Design & Process Documentation
  • Strong communication and facilitation skills across large crossfunctional teams
  • Experience managing senior stakeholders in a fastpaced environment across multiple projects
  • Outcome based delivery through detailed planning, collaboration and partnering
  • Creative problem solving and analytical skills with consideration across customer, people, process and systems
  • Proven experience of data driven decision making to achieve targets and KPIs
  • Customer Experience Principles and Design Thinking
  • Experience in an agile or digital transformation environment
  • Understanding of Salesforce and Workflow Automation platforms desirable

Benefits and perks

  • Flexible hybrid way of working (from home and office)
- 'Stay Connected Mobile'
  • Access to a free mobile plan
- 'Stay Connected NBN'
  • Access to a free NBN 100 plan
- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year

  • Access to TPG Learning Hub platform and internal development opportunities
  • Access to Corporate Partner Discounts

Our TPG Telecom Spirit
We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs.

You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together.

We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together
We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

#LI-Hybrid #LI-TS1
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