Senior Director Network Customer Experience

Senior Director Network Customer Experience Join to apply for the Senior Director Network Customer Experience role at Optus Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. The Senior Director of Network Customer Experience owns the design and delivery of customer-facing network capabilities that improve perception, satisfaction, and loyalty while driving commercial outcomes. Acting as the key link between Networks and the Consumer and Enterprise business units, this role aligns technical delivery with business priorities, embedding customer-centric strategies into network optimisation. Through executive-level influence, cross-functional collaboration, and a data-driven approach, they improve service quality, resolve escalations, and deliver innovative initiatives that reduce churn, lower costs, and unlock revenue growth. Your day to day will consist of: Embed customer experience into network strategy, planning, and operations, acting as the voice of the customer across all domains. Lead CX initiatives to reduce churn and improve satisfaction, collaborating with Planning, Marketing, Customer Service, and Product teams. Develop and manage CX dashboards, KPIs, and reporting systems, delivering actionable insights from internal data, benchmarks, and third-party sources. Coordinate structured CX programs, including financial tracking, site selection, and data-led prioritisation to optimise investment and deliver measurable outcomes. Champion customer-facing tools, communications, and digital self-service capabilities to improve transparency, reduce contacts, and strengthen brand preference. Mentor senior team members, represent Network CX in cross-functional forums, and engage with external partners to implement the best standards and industry insights. What makes you perfect for the role? Extensive hands on experience in the technology sector with a strong background in leading large, cross-functional teams and programs. Relevant qualification in business or related field, with finance, economics, or accounting knowledge. Deep and current understanding of networks, digital, IT, and customer experience technologies. Proven track record in launching and scaling new functional teams or business lines, conceptualisation through to execution. Expertise in CX strategy, NPS, network satisfaction drivers, and integrating customer insights into operations and engineering. Skilled in data-driven decision-making, automation, large-scale negotiations, and managing strategic partnerships. Optus is a place where we let you do you. We offer a range of benefits including: 3 days in the office, 2 days remote – with flexible hours to suit Inclusive carer neutral paid Parental Leave of up to 16 weeks Competitive leave including 2 'Connected Leave' Days 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. Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals. Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon 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. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call . We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit #J-18808-Ljbffr