Director, Digital CX

Join to apply for the Director, Digital CX 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. We are seeking a visionary Director, Digital Customer Experience to lead our digital CX strategy across all digital channels (app and web) based in Macquarie Park, Sydney. This senior leadership role is responsible for defining and delivering the vision for how customers interact with our digital products and services, ensuring experiences are simple, accessible and deliver both commercial and customer value. Responsibilities Define and lead the organisation’s digital CX strategy and roadmap. Oversee design, orchestration, and optimisation of digital journeys across app and web. Ensure accessibility standards and design systems are embedded in all digital products. Drive customer‑first decision making across all digital delivery. Lead, coach, and develop a high‑performing CX leadership team. Partner with Product, Marketing, Delivery, and Technology to align outcomes. Monitor and improve KPIs such as NPS, effort scores, adoption, and containment. Represent Digital CX in executive forums and influence enterprise programs. Lead a team of 30 staff. Lead the OPEX budget. Qualifications Extensive experience in Digital, CX, or Product leadership roles. Proven success in defining and executing digital customer experience strategies. Strong understanding of human‑centred design and accessibility standards. Track record of leading large, cross‑functional teams across app and web. Commercial acumen with ability to link CX outcomes to business value. Exceptional communication, influence, and stakeholder leadership skills. Tertiary qualifications in Business, Digital, Design, or related fields. Benefits Competitive remuneration and employee discounts, including a $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. Flexible working arrangements with opportunities to work three days in the office, two days remote or home. Vibrant and collaborative office campus that includes cafés, convenience store, chill‑out zones, GP, post office, gym and on‑site childcare centre. Competitive leave policies, including additional ‘Connected’ days to focus on culture, family, health, community, or whatever’s important to you. We support growing families with inclusive, carer‑neutral paid Parental Leave of up to 16 weeks. Direct your own development and build future‑ready skills with Optus U’s industry‑focused micro‑credentials, developed with La Trobe and Macquarie Universities. Build meaningful connections through employee‑led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). Put your wellbeing first with free access to counselling and support services, 24/7 – in‑person, by phone, SMS, or video. 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 or call 1800 309 170 and advise your preferred method of contact. We will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit . #J-18808-Ljbffr