Service Design and Experience Leader

4 weeks ago


Sydney, New South Wales, Australia TPG Telecom Full time

At TPG Telecom, we're on a mission to revolutionise the way our customers experience our products and services.

We're seeking an experienced Service Design and Experience Leader to join our team in Sydney.

About the Role

This is a key leadership position that will play a critical role in shaping the future of customer experience across our organisation.

  • The successful candidate will lead a team of service designers to develop and implement customer-centric solutions that drive business growth and improve customer satisfaction.
  • You will be responsible for developing and maintaining a deep understanding of our customers' needs and pain points, and using this insight to inform design decisions.
  • Working closely with cross-functional teams, you will ensure that customer experience is at the heart of all product and service development initiatives.
About You

To be successful in this role, you'll need:

  • 3+ years of experience leading a service design or customer experience team
  • Strong communication and facilitation skills, with the ability to work effectively with large cross-functional teams
  • Experience in shaping customer experience frameworks and design approaches to suit our business needs
  • A proven track record of coaching CX team members to agree outcomes and solutions
  • Experience managing senior stakeholders in a fast-paced environment across multiple projects
  • Creative problem-solving and analytical skills, with consideration for customer, people, process, and system
  • Proven experience of data-driven decision making to achieve targets and KPIs
  • Design Thinking or HCD certified
  • Experience working in an agile or digital transformation environment
Benefits and Perks

As a valued member of our team, you can expect:

  • Flexible hybrid working arrangements (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 use whenever you like, every year
  • Access to TPG Learning Hub platform and internal development opportunities
  • Access to Corporate Partner Discounts
What We Offer

We offer a dynamic and inclusive work environment, with opportunities for professional growth and development. Our team is passionate about creating exceptional customer experiences, and we're committed to making a positive impact in the community.



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