It starts with YES!
At Optus, we don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit
The Small Business team at Optus is responsible for driving sales, customer experience, revenue, and financial performance within the small business segment. Their work spans five core areas: uncovering customer insights to shape compelling propositions, coordinating customer and P&L performance, leading all relevant business sales channels, driving go-to-market strategies, and setting strategic direction in partnership with key internal stakeholders such as Marketing, Service, and Delivery
Reporting to the Director, Segment Strategy and Performance, the Senior Manager, Digital Experience and Channel Transformation plays a critical role in redefining the digital engagement of small business customers. This role leads the redesign of omni-channel customer journeys, the uplift of self-service capabilities, and the integration of AI-powered tools across platforms like the Optus App. With a strong delivery and collaboration focus, the role ensures critical initiatives are implemented with a customer-first approach across digital, IT, service, and CX functions
Your day in the life of a Senior Manager, Digital Experience at Optus
* Lead omni-channel journey optimisation by mapping and improving customer interactions across digital, retail, contact centre, and partner touchpoints to deliver a flawless and consistent experience.
* Champion AI integration, deploying tools such as chatbots, virtual agents, and content automation to reduce effort, personalise service, and streamline customer interactions.
* Transform key digital platforms, including the Optus App and Managed Online Account (MOA), to better serve Small Business needs, driving engagement and satisfaction.
* Elevate digital self-service, simplifying processes and improving usability to increase adoption and efficiency of self-service solutions.
* Drive cross-functional alignment, influencing digital, service, and operations teams to deliver experience improvements focused on NPS, digital uptake, and efficiency
Your Skills To Pay The Bills
* Extensive hand-on experience leading or contributing to customer experience, digital channel, or transformation initiatives in large, multi-channel organisations, ideally within telecom, tech, or financial services.
* Proven track record to build business cases, define success metrics, and lead cross-functional teams to implement digital improvements using agile and design thinking methodologies.
* Strong capability in journey mapping, identifying friction points, and crafting scalable, high-impact digital and omni-channel solutions tailored to customer needs.
* Experience with AI tools like chatbots, virtual agents, and content automation platforms to enhance digital service delivery and reduce customer effort.
* Excellent stakeholder management and storytelling skills, with the ability to influence across teams, align priorities, and drive outcomes without direct authority.
* Skilled in modern CX and delivery tools such as Miro, Jira, Figma, Confluence, and digital analytics platforms; capable of translating insight into action
Perks we love at Optus
* 3 days in the office, 2 days remote – with flexible hours to suit!
* Inclusive gender neutral paid Parental Leave of up to 16 weeks
* Competitive leave including 2 additional '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
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
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 AccessibleRecruitment@optus.com.au or call 1800 309 170. 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