Conversational Journey Lead

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

Background - The IVA Journey

Telstra is on an ambitious journey to transform our Intelligent Virtual Agent (IVA) from a messaging-based assistant into a proactive, multi-modal agent that delivers seamless customer experiences across a variety of channels and surfaces. The next step in this journey is to expand the IVA's capabilities beyond the messaging window, leveraging advanced conversational AI and multi-surface integration to drive greater customer success and operational efficiency.

What You'll Do

Telstra Consumer - Customer Experience is responsible for creating and delivering a seamless and memorable customer experience across the board. The Conversational Journey Lead is responsible for shaping and delivering customer journeys through conversational experiences. This role brings Telstra's digital customer success strategy to life by designing interactions that feel natural, purposeful and aligned to customer needs. While the role intersects with both conversational design and UX, it does not directly perform those functions. Instead, it focuses on the end-to-end customer journey and how it is expressed through conversation. You'll work closely with designers, engineers and product teams to ensure the conversational layer reflects the intent, tone and flow of the broader experience.

Key Responsibilities

• Translate customer journeys into conversational experiences that are intuitive, engaging and aligned with Telstra's brand and voice.
• Define the structure, intent and flow of conversations, working with design and UX teams to ensure clarity and consistency.
• Shape dialogue-rich, persona-driven scenarios that reflect real customer needs and business goals.
• Partner with product, engineering and CX teams to ensure conversations integrate with backend systems and UI components.
• Use customer insights and performance data to improve conversational journeys, identifying opportunities for simplification, personalisation and automation.
• Track and report conversational metrics to stakeholders, showing impact on satisfaction, resolution and efficiency.
• Influence roadmap decisions and investment priorities based on conversational performance and strategic outcomes.
• Coach and support team members in applying conversational thinking to digital experiences.
• Design and deliver conversational AI across multiple modalities (voice, text, visual, touch) and surfaces (web, mobile, IVR, smart devices, in-app overlays, etc.).
• Support the transition from virtual assistant to agent, including proactive engagement, task completion, and multi-surface orchestration.
• Collaborate with cross-functional teams to integrate advanced AI technologies and ensure scalability and customer impact.

About You

To be successful in the role, you must have:

• Tools experience including bot frameworks such as Dialogflow, Azure Bot Service, and Creative Virtual, as well as UX writing platforms, Power BI, and Tableau. Experience with these tools is not mandatory but is considered a significant advantage.
• Experienced with customer journey mapping and conversation strategy.
• Capability to work hands-on with systems, including training AI and ensuring content quality-combining both tactical and strategic responsibilities.
• Strong focus on customer experience and achieving positive outcomes in messaging channels.
• Passion for new and emerging technology, and comfort working in technical environments.
• Experience with conversational analytics, optimization, and measurement frameworks (CES, NPS, CSAT), using data to drive continuous improvement.
• Deep understanding of conversational AI technologies (NLU, LLMs, dialog management, generative AI) and their application in complex, real-world scenarios.
• Familiarity with leading conversational AI platforms (e.g., Cognigy AI, Genesys, Salesforce), design tools (Figma, Miro, Adobe Creative Suite), and analytics solutions (UserZoom, Qualtrics, Power BI, Tableau).
• Ability to collaborate with cross-functional teams and influence product direction by addressing systemic service challenges.
• Commitment to accessibility and inclusive design across all conversational experiences.

What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)