With our customers at the heart of everything we do, we’re designing innovative solutions to deliver better ways for everyone to connect, share and thrive. And that’s where our people come in – by collaborating to make great things happen. As a Digital Journeys Specialist, you are passionate about connecting with customers, and understanding and transforming their experiences through digital experiences, with a focus on e-commerce You are data-driven with excellent attention to detail, and thrive on being part of a high functioning and motivated digital team.
You enjoy working collaboratively with stakeholders to identify bottlenecks in the customer journey and coming up with innovative solutions to improve sales and service objectives. Your ability to quickly understand, interpret, and re-invent customer experiences is what makes you great in your role, and is critical for continuously enhancing Telstra’s digital assets and channels to improve customer engagement. RESPONSIBILITIES Provide support in the planning of digital channel strategies and solutions that deliver greater business and customer value. Collate and analyse data and support your team to translate insights into impactful journey maps and digital experiences that articulate customer needs; and help shape digital design briefs and recommendations. Support your team to track, monitor and analyse digital channel and sales campaign performance, applying real-time learnings to drive better business and customer outcomes. Take ownership of assigned worked tasks by managing a selection of digital channel assets or initiatives within a portfolio, contributing to release testing, regularly reviewing digital behaviour and customer feedback, and driving continuous improvement as appropriate. Participate in cross-functional design sessions, and authentically collaborate with product owners and development teams to generate great ideas that resolve customer journey pain points and raise the quality of the overall digital experience. Continue to build your knowledge of digital trends and customer preferences through active thought leadership and share insights with team members to help inform and iterate channel strategies. Apply and continue to build your knowledge of best practice digital journey mapping tools and techniques, to continually improve and deliver consistently high-quality output. Apply your critical thinking and problem-solving abilities, and work collaboratively with team members to resolve customer experience issues in an efficient and timely manner. Apply Agile practices and mindsets when working within Telstra’s Agile operating model.
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