Digital Journeys Senior Specialist
Apply locations: Australia (Flexible)
Time type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: January 13, 2025 (23 days left to apply)
Job requisition id: JR-10137291
Employment Type
Permanent
Closing Date
12 Jan 2025 11:59pm
Job Title
Digital Journeys Senior Specialist
Job Summary
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.
This includes making Telstra the place you want to work.
For you, that means a career that grows with you, and working with a team powered by human connection that prioritises wellbeing and choice.
What We Offer
* Flex appeal: choose where, when and how you work
* 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)
What is the focus of the role?
The Digital Journey’s Senior Specialist’s primary focus is to enhance customer experiences through innovative digital solutions. You will work in an agile team environment, collaborating with stakeholders to identify and resolve bottlenecks in the customer journey. Your expertise in digital activities, combined with your customer-centric, data-driven problem-solving skills, will be crucial in continuously improving Telstra’s digital assets and channels to boost customer engagement.
About the Role
As a Digital Journey’s Senior Specialist, you are passionate about digital activities, solutions and assets that transform customer’s experience. You thrive in an agile team environment, and enjoy working closely with stakeholders to identify bottlenecks in the customer journey and come up with innovative solutions to improve service objectives. Your deep domain expertise and thought leadership, combined with your customer-centric data-driven problem-solving abilities, is critical for continuously enhancing Telstra’s digital assets and channels to improve customer engagement.
As a Digital Journey’s Senior Specialist, you leverage your extensive experience in implementation and delivery of multi-channel digital initiatives to deliver against the following responsibilities:
* Deliver digital channel strategies and solutions to enhance business and customer value.
* Quickly analyze customer data and translate insights into impactful journey maps that articulate customer needs and shape digital design briefs and recommendations.
* Take ownership of digital channel assets and initiatives within a portfolio, including release management, active performance monitoring, and regular reviews of digital behavior and customer feedback to ensure high standards.
* Identify new and emerging opportunities for channel positioning to address gaps and improve the positioning of digital products and services across the portfolio.
* Authentically engage and establish relationships with interdepartmental stakeholders, driving integration with digital and customer experience teams to deliver shared goals aligned with Telstra’s customer service brand and objectives.
* Facilitate cross-functional design sessions with product owners and development teams to experiment and incubate ideas that resolve customer journey pain points and enhance the overall digital experience.
* Effectively monitor and report on digital channel and campaign performance, applying real-time learnings to drive better business and customer outcomes.
* Model best practice customer experience and digital journey mapping tools and techniques to support peers and team members in delivering consistently high-quality output.
* Maintain knowledge of digital trends and customer preferences through active thought leadership, sharing expertise with team members to inform digital strategies and channels that deliver optimal experiences.
* Apply problem-solving abilities to evaluate and assess customer journey risks or issues, working collaboratively with team members to resolve them efficiently and timely.
About You
To succeed in this role, you’ll bring a strong blend of digital expertise, strategic thinking, and a customer-first mindset:
* Experience: Demonstrated success in a similar role, preferably within a sales or customer-focused digital environment.
* Marketing and Digital Expertise: Experience in app marketing, go-to-market strategies, and optimizing digital platforms and channels.
* Expert Content Creation Skills: Exceptional skills in crafting compelling short-form content that captures attention and drives engagement.
* Agile Methodology: Deep understanding of Agile practices and tools to foster collaboration and innovation.
* Data-Driven Digital Native: A strong understanding of digital platforms and marketing technologies coupled with exceptional analytical abilities.
* Strategic Vision: A highly strategic thinker with a talent for innovative problem-solving.
* Customer Engagement Focus: Expertise in value proposition development and creating meaningful connections with customers.
* Commercial Acumen: A clear understanding of market trends to deliver measurable business outcomes.
* Action-Oriented Contributor: A proactive self-starter who thrives in a dynamic environment.
If you are passionate about transforming digital experience to drive business and customer success and looking to take the next step in your career, we’d love to hear from you!
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
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