Senior Manager Digital Strategy

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Date: 24-Jan-2019

Location: Macquarie Park, Australia

The Senior Manager Digital Strategy leads a small team to deliver the following:

•        Thought leadership in the area of digital service strategy, including defining future of Optus service engagement across multiple channels, innovative service models, global best practice and the role of digital service in achieving the broader strategic goals of the business

•        Insight into trends in customer interactions and expectations, business models, best practice

•        Incubating new digital service ideas to close the gap on SoHo / Micro consumer expectation


The digital service strategy should aim to deliver against the Customer Service Operation’s strategic and operational targets as well as delivering a best in class service offering that enhances the customer experience. To form the strategy this candidate will incorporate; insights from omni channel analytics, insights from customer experience, analyse the digital service trends and best practice, individual digital service strategies, product and marketing strategies and plans and the digital capability roadmap.


The strategy will then be used to drive the digital capability roadmap, digital customer service touch points, (including telesales, retail etc.), digital adoption initiatives, marketing and communications activity for service and the individual service stream strategies.  The role is designed to complement other functional areas within the business (including CX, Operations, Retail, Digital capability, Commercial, etc.) by a providing a longer-term and more holistic business view on matters of service strategy and competitive insight.


The role requires

  • considerable expertise in digital strategy formulation and execution;
  • an ability to build relationships and influence Senior Executives;
  • strong people and program management skills;
  • ability to build and lead a team;
  • and superb written and oral communication. 


This will involve working closely with the other functional areas of the division to obtain information, build buy-in and validate analysis and findings

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!

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