Full TimeENAsia/Pacific
Job Summary
This is a critical role leading a multi-disciplinary team, that ensures systems, tools and experiences are simple, connected and enable frontline teams to deliver improved customer outcomes. This position plays a critical role in shaping future-ready channel experiences through the use of AI, automation and modern platforms, while partnering across business and technology to deliver impactful, enterprise-wide transformation.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 — and 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.
Focus of the Role
Telstra Business was established to serve Australia’s growing Small and Mid‑sized Business sector — a segment representing around one‑third of Australia’s GDP. Over the past three years, we’ve built a strong foundation and delivered key milestones to support growth, digitisation, and improved customer and channel experiences.
The opportunity
As we enter our next phase, the focus shifts to scaling impact, strengthening execution, and delivering measurable frontline and customer outcomes across complex, interconnected platforms and journeys.
The Group Owner – Telstra Business Digitisation & Experience is a senior leadership role accountable for foundational channel experience across Telstra Business sales and support, ensuring the systems and experiences that underpin our channels are simple, connected, and fit for purpose. Leading a multi‑disciplinary group, you will drive large‑scale digitisation and experience transformation across channels, including building and embedding modern systems.
What We Offer
Performance-related pay
Access to thousands of learning programs to support your growth
Global presence across 22 countries
Purchased annual leave scheme
Additional Telstra Day
30% discount on Telstra products and services
Toolkit provided (laptop, mobile phone and plan)
What You’ll Do
You will lead large‑scale transformation focused on how Telstra Business sales and service channels operate—simplifying platforms, improving experiences, and enabling frontline teams to deliver more efficiently and effectively. Key accountabilities include:
Lead and inspire a group across multiple multi-disciplinary teams and delivery domains, fostering high performance, accountability and strong delivery discipline
Own and drive the end-to-end digitisation roadmap across channels, setting clear direction and priorities across a broad portfolio
Own key channel experience across sales and service environments, ensuring systems, workflows and tooling are simple, connected and fit for purpose
Develop and deliver the roadmap required to support cease sale and migration programs, ensuring platforms and journeys are ready to enable transition off legacy systems
Embed AI and automation (including agentic AI) into core workflows to fundamentally reshape how sales and service are delivered. Reducing effort, accelerating resolution and improving consistency at scale
Improve agent and frontline experience, addressing pain points and enabling faster, more effective customer interactions
Establish clear stakeholder engagement, governance and cadences to drive alignment, transparency and momentum
Balance near‑term delivery priorities with longer‑term transformation, managing trade‑offs across customer impact, efficiency, risk and investment
About You
You’re an experienced transformation leader with a track record of improving how large‑scale sales and service environments operate and the experiences they deliver to customers. You bring strong customer focus, curiosity and a bias for action.
You bring:
Proven experience leading large, multi‑disciplinary teams across complex delivery portfolios
Strong communication skills and the ability to build effective relationships at all levels—switching between the details and strategic narratives depending on the audience
Strong understanding of both business and technology, with the ability to bridge the gap between the two
Demonstrated ability to apply agentic AI, automation or workflow optimisation to simplify operations and lift efficiency
Highly developed leadership capability, with experience building and coaching high‑performing teams
Strong commercial and strategic acumen, with the ability to navigate trade‑offs and drive outcome‑focused decisions
Ability to influence across business and technology stakeholders in complex environments
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)
If you want to be surrounded by top talent at a company that gives back to the community, apply now!
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 disabilities 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.
We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment
