Job Summary
The Experience Owner is a mission‑critical senior leader, accountable for shaping and evolving the end‑to‑end digital customer experience across Business & Enterprise.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. This includes making Telstra the place you want to work — where your career grows with you, and you’re supported by a team powered by human connection that prioritises wellbeing and choice.
Focus of the Role
As Telstra accelerates our Connected 30 strategy, we’re raising the bar for Business & Enterprise digital channels — delivering intuitive, intelligent and interconnected premium customer experiences.
The Experience Owner – Digital Services is a mission‑critical senior leader and the custodian of the digital customer experience for Business & Enterprise customers — owning the experience from strategy through to delivery across customer‑facing digital touchpoints. You’ll unify fragmented digital experiences, uplift and transform legacy assets, and design seamless end‑to‑end journeys that build trust, satisfaction and loyalty.
Sitting in the Digital Channels Business & Enterprise team, you’ll shape and lead a portfolio of strategic and legacy channels, ensuring every experience reflects Telstra’s premium B2B offer and delivers measurable customer value — including supporting the strategy that targets a 50% uplift in strategic NPS by FY30.
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
30% off Telstra products and services
Toolkit provided (laptop + mobile phone + plan paid for)
Flexible working — talk to us about what flexibility means to you
What You’ll Do
Shape and support delivery of a unified digital strategy and roadmap aligned to Connected 30 and B2B growth priorities
Own end‑to‑end customer journey design, ensuring quality, consistency and premium brand representation across all digital experiences
Drive the evolution of Telstra Connect, delivering an intuitive, responsive and feature‑rich digital customer service experience
Lead digital transformation to simplify the legacy digital landscape and strengthen the core experience layer across Business & Enterprise
Set strategic direction for the digital engagement layer, contributing to measurable uplift in customer sentiment and strategic NPS
Embed a customer‑first mindset into prioritisation and decisions using customer feedback, data and insights
Partner with Channel, Product, Segment, Marketing, Sales and Technology teams to deliver cohesive and scalable digital experiences
Optimise digital channels for performance — improving adoption, engagement and conversion outcomes
Establish governance to ensure experience consistency, accessibility compliance and brand alignment across touchpoints
About You
You’re a strategic digital leader who blends customer empathy with commercial and delivery discipline — able to simplify complexity, align stakeholders and deliver measurable outcomes.
You bring:
Strong strategic thinking and visioning — able to set direction and connect decisions to business outcomes
Deep customer empathy — translating business customer needs into smarter digital experiences
Proven ability to influence without authority, aligning senior stakeholders in complex matrix environments
Strong collaboration and relationship building across Product, Sales, Segment, Marketing and Technology
Comfort operating in ambiguity and transformation, with resilience and momentum through change
Clear communication — synthesising complexity into compelling narratives and crisp recommendations
A growth mindset and outcome orientation — focused on measurable change across customer sentiment, NPS and adoption
If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you!
As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).
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.
As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.
We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.