Customer Experience Strategist

23 hours ago


North Melbourne, Victoria, Australia Telstra Full time
Job Title

Strategic Design - Customer Researcher Designer

About the Role

We're seeking an experienced Customer Experience Strategist to join our Digital - Customer Experience team at Telstra. As a key member of our team, you'll play a vital role in shaping the customer experience across all touchpoints.

Key Responsibilities
  • Strategic Design: Collaborate with cross-functional teams to define the experience vision for Telstra's customer experience pillars. This includes working with Principal Designers, product owners, experience designers, business analysts, and technical architects to identify opportunities to improve the customer experience.
  • Craft: Provide operational guidance on problem framing, research, ways of working, service design, and conceptual experience design. This includes planning and facilitating team ceremonies and contributing to a collaborative design culture.
  • Team Culture: Foster a collaborative design culture by providing thought leadership, guidance, and structure into the strategic design process.
What You'll Need
  • A track record of improving customer experiences, from defining visions to exploring and validating concepts across channels.
  • Experience identifying unmet customer and user needs through research or partnering with research functions.
  • Informal mentorship experience.
  • Experience working within cross-functional teams.
  • Demonstrable expertise in 2-3 of the following: problem framing, research, ways of working, service design, and conceptual experience design.
What We Offer
  • A competitive salary of $120,000 - $150,000 per annum.
  • A dynamic and inclusive work environment that values diversity and creativity.
  • Ongoing training and development opportunities to enhance your skills and career growth.
  • A comprehensive benefits package, including flexible work arrangements and wellness programs.


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