Customer Experience Transformation Specialist

2 days ago

Melbourne, Victoria, Australia beBeeSpecialist Full time

Customer Experience Transformation Specialist

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This is a unique opportunity to drive customer success by delivering innovative solutions that address complex business challenges.

As a Customer Experience Transformation Specialist, you will play a pivotal role in driving customer experience excellence by developing and implementing tailored solutions.

The ideal candidate will have deep domain expertise in the telecommunications industry, including familiarity with OSS / BSS systems, network operations, and customer experience challenges relevant to Australia and New Zealand providers.

You will work closely with clients to understand their needs, recommend tailored solutions, and ensure their ongoing satisfaction. The successful candidate will be able to travel as needed across ANZ.

Key Responsibilities:

  • Conduct in-depth discovery workshops with telecommunications providers, MVNOs, and converged service operators to understand industry-specific needs and recommend the right ServiceNow solutions.
  • Develop and deliver compelling product demonstrations that showcase how ServiceNow's Customer & Industry Workflows accelerate telco transformation.
  • Build trusted relationships with ANZ Telco customers and ecosystem partners to foster long-term collaboration and account growth.
  • Guide strategic initiatives such as customer journey mapping, zero-touch service operations, and AI-driven experience improvement, aligning each to measurable business outcomes.
  • Provide actionable feedback to product management on telco-specific requirements.
  • Share telco best practices, playbooks, and artefacts with other Solution Consultants to raise overall team capability and deal velocity.

Required Skills and Qualifications:

  • 7+ years of pre-sales solution consulting experience with a focus on Customer Experience (CX), ideally supporting Tier-1 or Tier-2 telco accounts.
  • Proven proficiency with the ServiceNow platform, particularly Customer & Industry Workflows, and an understanding of the Telecommunications Service Management (TSM) data model.
  • Strong technical expertise in cloud software solutions and integrations with common telco platforms such as Amdocs, Netcracker, Ericsson, or CSG.
  • Experience working collaboratively with product management, marketing, partners, and professional services.
  • Excellent communication and presentation skills, comfortable engaging stakeholders from network operations through to C-suite.

Benefits:

  • Career Growth: We invest in your professional development with opportunities for training, certifications, and career advancement.
  • Impactful Work: Your work will directly contribute to our company's success and help clients achieve their goals.
  • Competitive Compensation: Enjoy a competitive salary, bonus structure, and comprehensive benefits package.
  • Collaborative Culture: Work alongside a talented and supportive team that values innovation and collaboration.
  • Autonomy and Challenge: You'll have the opportunity to solve complex problems and make strategic decisions.

We Are an Equal Opportunity Employer:

ServiceNow strives to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, please contact us for assistance.

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