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At Optus, we have an ambitious goal to be Australia's most loved everyday brand. Our Customer Success division plays a key role in bringing that vision to life, being responsible for our digital channels and accelerating the responsible use of AI across Optus.
This is your opportunity to join an award-winning AI team that is driving Optus towards a vision of becoming an AI-native Telco.
As the Lead Service Designer, you will spearhead the creation and implementation of innovative service designs and enhance customer experiences through AI-driven solutions.
Your day in the life of a Lead Service Designer - AI: LeverageAI-driven systems and technologies such as Natural Language Processing (NLP), Machine Learning (ML) and deep learning in your day-to-day work to optimise workflows and drive business outcomes
Lead the Service Design for a key program of work, ensuring there is a consistent design methodology which aligns with Optus' strategic goals
Influence key stakeholders across the organisation on the importance of effective customer experience
Ensure customer experience is central through every design and effectively measure business impact
Collaborate with the Product Owner and Product Manager to resolve impediments and identify resourcing needs
It starts with you! A knowledge of AI tools and platforms to develop scalable solutions for complex challenges
Proven experience in Service Design/ Product Design/ UX in a large organisation
Proficient in Figma and design tools
Strong experience with Human Centred Design and Experimentation frameworks.
Excellent communication and influencing skills
The ability to facilitate human centred design workshops, conduct user research.
Identify and communicate opportunities to create measurable business impact.
Be a leader in stakeholder management in verbal, design and reporting.
Experience in leading a team of designers, in supporting, coaching and developing team to better every day
The good stuff … 3 days in the office, 2 days remote – with flexible hours to suit!
Inclusive paid parental leave, up to 14 weeks for the primary care giver
All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!
At Optus, we have an ambitious goal to be Australia's most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.
Intrigued but don't tick every box? We are building our AI capabilities and value diverse perspectives. If you're driven to join us on this journey, apply now - your passion matters more than a perfect match.
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit
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