Job Description
The Customer Experience Communications & Content Specialist supports the design, governance, optimisation and ongoing management of customer-facing communications across the end-to-end customer lifecycle.
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Reporting to the Customer Experience Communications & Content Lead, this role works across SMS, email, IVR, chatbot, online support content, service notifications and other customer contact channels. The role ensures communications are clear, consistent, customer-centric and aligned to communication standards, channel strategy and customer intent.
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Working closely with product, digital, care, marketing, operations and technology teams, the role helps translate customer needs into effective communications and content experiences that support TPG Telecom's Customer First vision.
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You'll make impact by:
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Review, analyse and optimise customer communications across multiple channels, including SMS, email, chatbot, IVR, service notifications and online support content.
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Identify opportunities to simplify customer communications and reduce customer effort.
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Manage and prioritise an improvements backlog and support communication approval and review processes.
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Apply communication standards, governance frameworks and content principles to ensure consistency across all customer touchpoints.
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Support the ongoing maintenance and application of the Customer Intent Matrix and channel guidance framework.
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Analyse customer feedback, complaints, contact drivers, VOC insights and channel performance data to identify communication improvements.
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Partner with business stakeholders to review customer-facing communications and recommend improvements.
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Work collaboratively with product, marketing, digital, care, operations and technology teams to deliver high-quality customer communications.
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Maintain communication inventories, standards documentation and governance artefacts.
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Ensure customer communications meet established communication standards and governance requirement in collaboration with legal, privacy and regulatory stakeholders.
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Monitor industry trends, competitor communications and emerging best practices.
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What you'll bring:
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3+ years' experience in customer experience, customer communications, content design, content strategy, service design or digital content management.
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Experience creating or optimising customer-facing communications within a complex service organisation.
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Strong written communication skills with the ability to translate complex information into clear, simple customer language.
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Knowledge of customer service channels including contact centres, digital support and self-service environments.
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Experience analysing customer feedback, operational data and performance metrics.
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Strong stakeholder engagement and collaboration skills.
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Ideally, you will also have:
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Understanding of customer journey mapping and customer-centred design principles.
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Experience working within governance, compliance or regulated environments is desirable.
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Familiarity with content management systems and communication platforms and customer contact platforms.
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Curious mindset with a passion for improving customer experiences and communication effectiveness.
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What's in it for you?
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Adaptable hybrid way of working (from home and office)
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'Stay Connected Mobile' – Access to a free mobile plan
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'Stay Connected NBN' – Access to a free, high‐speed NBN plan (up to 500 Mbps)
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'Your Leave' - additional leave to be used whenever you like - every year
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Access to TPG Learning Hub platform and internal development opportunities
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Access to Corporate Partner Discounts
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Don't meet every single requirement? That's OK! At TPG Telecom, we're all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don't align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.
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TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
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📌 Cx Communications & Content Specialist (New South Wales)
🏢 Tpg Telecom
📍 New South Wales