Employment Type Permanent

Closing Date 1 Oct :59pm

Process and Business Improvement Senior Lead

Job Summary

At Telstra, we're not just improving processes, we're reimagining how work gets done. We're looking for experienced transformation and work-redesign professionals who can challenge traditional ways of working, redesign customer and operational experiences, and drive meaningful change across the organisation. This is deep, hands‑on transformation work. AI is increasingly part of how we do it, so we want people who are genuinely curious about AI, comfortable with the core concepts, and hungry to build the skill as the field matures. You don't need to be an AI expert. You need transformation expertise you can stand behind, and the appetite to apply it in an AI‑enabled setting.

Focus of the Role

The Process and Business Improvement Consultant Senior Lead leads data‑driven operational improvements across telecommunications value streams, using process intelligence, analytics, structured problem‑solving frameworks and continuous improvement methods to deliver measurable outcomes in customer experience, service reliability, cost efficiency, and revenue protection.

What you’ll do

Lead problem framing and hypothesis‑driven analysis on complex, ambiguous business challenges, synthesising large and messy data sets into decision‑ready insights.

Apply advanced process intelligence, analytics and structured problem‑solving methods (e.g. Lean Six Sigma, DMAIC) to uncover root causes and prioritise the levers that will drive the greatest business impact.

Facilitate senior, cross‑functional workshops to align stakeholders on problem definition, evidence, trade‑offs and decisions – often in time‑critical or high‑pressure contexts.

Translate complex analysis into clear, executive‑ready narratives, business cases and recommendations that influence senior stakeholder decision‑making.

Lead end‑to‑end process redesign and improvement delivery, embedding sustainable change and tracking benefit realisation at scale.

Identify and lead opportunities to reimagine workflows through automation, digitisation and AI,



including the application of agentic solutions and AI agents that augment and accelerate consulting delivery.

Coach and uplift structured problem‑solving, data‑led thinking and facilitation capability across the wider CoE and business.

What we’re looking for

- Proven consulting background (internal or external), with demonstrated experience leading complex, cross‑functional problem solving where the path forward is not always clear at the outset.
- Solid critical thinking and structured, hypothesis‑led problem‑solving capability – comfortable cutting through ambiguity to get to the real issue.
- Demonstrated ability to influence and manage senior stakeholders, including experience presenting to and securing buy‑in from executive audiences.
- Advanced analytical and data skills, with the ability to interpret complex data sets and translate findings into decision‑ready, business‑relevant insights.
- A track record of using insight to drive decision‑making and deliver measurable business outcomes.
- Excellent storytelling, written and verbal communication skills, with the ability to adjust to audiences of varying seniority.
- Highly regarded
- Experience reimagining workflows or operating models, including through automation, digitisation or process redesign at scale.
- Exposure to or hands‑on experience with agentic AI, GenAI, or building/configuring AI agents (e.g. Copilot Studio, Forge) to augment consulting or operational work.
- Lean Six Sigma Black Belt (or equivalent) certification, Human‑Centred Design experience, or process intelligence tooling exposure (e.g. Signavio, Power BI, SQL).
- Experience operating in large, complex or regulated organisations,



ideally telecommunications or a similar industry.

Why this role matters

This role is critical to scaling the CoE's ability to respond to the organisation's hardest, highest‑value problems – bringing clarity to complex decision environments, improving the speed and quality of executive decision‑making, and building a repeatable, AI‑enabled capability for data‑led, outcome‑driven problem solving across Telstra.

As part of your application with Telstra, you may receive communications from us on (for job applications in Australia) and (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.

We work flexibly at Telstra. Talk to us about what flexibility means to you.

We are aware of current limitations with our website accessibility and are working towards improving this.

We are an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed.

We’ve always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it’s endless career opportunities, an amazing work‑life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most.

In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore.

> Explore our teams

#J-18808-Ljbffr

📌 Process and Business Improvement Senior Lead (Melbourne)
🏢 Telstra Corporation
📍 Melbourne