Head Of Digital - Belong

Time left to apply: End Date: November 28, 2024 (12 days left to apply)
Job requisition ID: JR-10132972
Employment Type Permanent
Closing Date 27 Nov 2024 11:59pm
Job Title Head of Digital - Belong
Job Summary Job Description Belong's purpose is to help more Aussies participate in the digital world. Our lives are pretty online these days, and most people just want a simple, affordable way to get connected. So, we put the good stuff first (hello, unlimited home internet and mobile data banking). We don't tie our customers down (seeya later, lock-in contracts). And we're only a call, chat or email away if our customers need help.
Backed by Telstra Telstra started Belong in 2013. The plan was to start a company that could offer the usual telco things at a lower price. That meant no stores or new phone deals, but the same great security and coverage – using parts of the Telstra mobile network.
Our customer-centric culture runs deep Over the past two years we've invested heavily in transforming our culture, and we're rock solid in our vision to become Australia's leading value telco. For us, simplicity is key. And our team of rockstars aren't afraid to do things differently to get things right for our customers.
Focus of the role As Head of Digital - Belong and a key member of the Belong CX Leadership Team, you will work with a highly energised, passionate team and a modern tech stack to develop, drive and implement awesomely simple self-service through our digital channels. From strategy to execution, whether it's selling new products or helping customers manage their services, you will be working collaboratively to make our digital channels across mobile, web or social the one-stop shop for our customers - ensuring they have the tools to belong in today's digital world. With a huge focus on customer experience and reducing waste, you will help us reduce our reliance on low value tasks and free up capacity to enable assisted support for those that need it most.
What We Offer Being part of the Telstra family you have access to Telstra's market leading employment benefits in conjunction with the great benefits of joining Belong. These include:
Flex appeal: choose where, when and how you work Performance-related pay Access to thousands of learning programs so you can level-up Purchased annual leave scheme Flexibility & work-life balance 30% off Telstra products & services Toolkit provided (laptop, phone & plan paid for) Additional Telstra day off What You'll Do As a leader who can walk the talk and inspire high performance, you know how to build a culture that successfully delivers a digital-first approach. You have a well-developed product and digital technology background and are obsessed with customers and what they need. You care more about the work than fancy titles and are not afraid to roll your sleeves up to get the job done. Working across the end-to-end digital experience, you will need to be comfortable leading a multi-disciplined team across content, UX/UI, production, analytics, and FE/BE engineering. This means some days you will be talking design, other days you will be talking code; put simply, you know how to spot talent, bring it all together and deliver awesome results.
Key Responsibilities This is how you will bring the purpose of your role to life:
Develop and deliver Belong's digital service strategy to drive down cost and improve experience, freeing up "assisted" capacity for moments that matter. Provide expert guidance and leadership in relation to digital channels, recommending what would best support Belong's target market and current customer needs including accessibility. Drive a commercial focus across Belong's digital channels ensuring maximum return on investment, strong oversight and ensuring this is understood and embedded across the business. Be the custodian of the digital experience, ensuring all agile teams are working to deliver to our agreed vision for our customers. Drive a data led approach across all our digital platforms, sharing performance results and optimising journeys to increase digital adoption by Belong's customers. Empower and support others to execute on priorities by leveraging strong leadership and excellent coaching skills, effectively setting realistic deadlines, consistently communicating expectations, and developing clear, straightforward plans that motivate the team to reach their full potential. Build and lead a right-sized digital team across disciplines in CX, UI/UX, data, insights, tech development, operations, content, and design which is customer obsessed, aligned and always looking for ways to deliver more for less. Champion agile ways of working by empowering and supporting others to select appropriate agile practices to drive rapid development and testing to improve delivery. Promote quality and consistency of delivery standards, ensuring the team adopts Belong requirements and best practice tools and processes. Actively maintain a talent pipeline, overseeing strategic initiatives designed to evolve the capability of your team, in line with emerging/future trends and growth opportunities. Walk the talk when it comes to being a Belong leader, and actively role model our values and behaviours. About You You are a high-performing energetic leader who can inspire a high-performing team and influence across senior levels to build a culture that successfully delivers a digital-first approach for our customers. Your strengths aren't just in strategy; you can back it up with a strong track record of execution. You have a well-developed digital product and digital technology background and you are a little bit obsessive in ensuring you know the customer and develop digital experiences that make them tick, all grounded in strong commercial acumen.
You will bring demonstrated experience in leading cross-disciplinary, high-performing teams.
To ensure your success in the role, you'll need:
Broad experience in digital leadership & delivery across web and app, and technical implementation of both. Demonstrated customer service transformation experience at scale. Strong experience in people leadership and performance management. A high level of strategic planning skills within large, complex environments. Demonstrated knowledge and experience in design, UX/UI, data, app development, and accessibility. Demonstrated knowledge of customer experience measurement and reporting, and associated platforms. An understanding of agile methodologies. A strong grasp of regulatory requirements pertaining to digital. An understanding of or experience within value brand highly valued. Interested? Apply now!
If this opportunity sounds like a perfect fit for you, we'd encourage you to apply!
About Us We're 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.
Recruitment Support We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox.
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.
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