Group Owner - Telstra Business Digitisation & Experience

About the role

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. 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.

Responsibilities

• 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

Benefits

Additional Information

Employment Type Permanent Closing Date 4 June 2026 11:59pm Job Title Group Owner - Telstra Business Digitisation & Experience 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. Job Description

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