Job Summary
The Digital Success Analyst is responsible for driving measurable improvements in digital performance, customer experience and operational efficiency through data-led insights, performance measurement and optimisation. The role focuses on identifying opportunities to increase BOT containment, serviceable containment, self-service adoption and customer engagement by analysing customer behaviour, uncovering friction points and providing actionable recommendations.Job DescriptionAbout Telstra
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.
Telstra Consumer - Telstra Retail & Regional is responsible for Telstra's retail and regional sales and services operations.
About the Role
Are you passionate about using data, customer insights, and digital performance metrics to drive meaningful business outcomes? We're looking for a Digital Success Analyst to help optimise customer experiences, improve digital channel performance, and support Telstra's digital transformation journey.
What You'll Do
- Analyse digital performance, customer journeys, and business data to uncover insights and improvement opportunities.
- Develop and maintain KPI frameworks, dashboards, and reporting that drive informed decision-making.
- Identify and address customer pain points, self-service failures, and drivers of assisted contacts through data-led analysis.
- Partner with cross-functional teams to improve customer experience, digital engagement, containment outcomes, and operational efficiency.
- Influence stakeholders with actionable recommendations backed by data and customer insights.
- Monitor performance against OKRs and key business metrics, ensuring initiatives deliver measurable outcomes.
- Support the optimisation of digital and self-service experiences through continuous improvement initiatives.
What We're Looking For
- Experience in digital analytics, business performance, customer insights, or digital optimisation roles.
- Experience with analytics and reporting tools such as Power BI, Tableau, SQL, Excel, Adobe Analytics, Google Analytics, or similar.
- Experience analysing and optimising customer journeys and digital experiences
- Strong analytical and problem-solving skills, with the ability to translate complex data into actionable business recommendations.
- Experience developing performance reporting, KPI frameworks, and dashboard solutions.
- Ability to analyse customer journeys, identify root causes, and drive improvement initiatives.
- Strong stakeholder management and communication skills, with the ability to influence and collaborate across teams.
- Experience working in Agile environments is highly regarded
- Hands-on experience working with Microsoft SQL Server, Azure Data Factory, AWS Redshift, and cloud-based data platforms to support analytics and reporting solutions is essential
- Preferably with experience developing and maintaining ETL/ELT pipelines using Azure Data Factory and integrating data from multiple enterprise systems and sources
If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!
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)
We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!
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.
Telstra Sydney, New South Wales, AUS Office
400 George St, Sydney, NSW, Australia
Telstra Waverley, New South Wales, AUS Office
Waverley, Australia
