Conversation Journey Lead

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 having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

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)

Focus of the role

As Conversation Journey Lead, you will lead the design, orchestration, and optimization of AI-powered conversational journeys across sales, service, and customer success. These journeys will span on-platform (Telstra.com, My Telstra app) and off-platform channels such as messaging apps, voice assistants, and emerging AI ecosystems (e.g., ChatGPT, Gemini), ensuring seamless, personalized experiences that drive measurable business outcomes.

What You’ll Do

Telstra Consumer - Telstra Digital Channels manages Telstra's digital channels, including its website, mobile app, and social media channels.

Key Responsibilities:

• Journey Design & Orchestration: Create conversational flows that integrate AI, NLP, and automation to deliver intuitive, human-like experiences across multiple touchpoints.
• Cross-Domain Enablement: Align conversational strategies across sales, service, and success journeys to ensure consistency and measurable outcomes.
• Performance Optimization: Use analytics and behavioral insights to refine conversational journeys, improve containment rates, and enhance customer satisfaction.
• Channel Expansion: Extend conversational capabilities beyond Telstra-owned platforms into messaging apps, voice assistants, and emerging AI ecosystems.
• Compliance & Governance: Ensure all conversational experiences meet accessibility, privacy, and regulatory standards.
• Stakeholder Influence: Proactively engage Product, Design, Engineering, and Business stakeholders to shape scope priorities, resolve trade-offs, and drive alignment on conversational journey outcomes.

About you

You are a hands-on practitioner who leads through delivery, bringing innovation, strategic thinking, customer empathy, and technical expertise together to create frictionless, AI-driven conversational experiences that deliver measurable business impact.

Essential:

You are a strategic innovator who blends customer empathy with technical expertise. You thrive on creating frictionless, AI-driven experiences that deliver measurable business impact.

• Customer-Centric: You design journeys that anticipate needs and delight customers.
• Data-Informed: You leverage insights to continuously improve conversational performance.
• Collaborative Partner: You work across teams to align priorities and deliver results.
• Governance Advocate: You uphold compliance and accessibility standards in all executions.
• Experience working with conversational AI platforms (e.g., Dialogflow, Azure Bot Framework)
• Foundational knowledge of Natural Language Processing (NLP) and machine learning concepts
• Strong capability in customer journey mapping and customer experience (CX) design
• Proficiency in data analytics, including building and interpreting performance dashboards

It’s highly encouraged to include your CV to support your application.

We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, 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 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 via the contact details found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment.