Digital Product Designer - UI/UX


The Team and Mission

In Customer Service Management our job is to keep people connected, so when things go wrong it’s our job to assist customers get back up and running quickly.  Within the Digital Team, our role is to do that with effortless online tools that customers would recommend to their friends, so that many more customers will adopt the digital channels instead of calling.

With the new National Broadband Network coming, Telstra will face new competitors with pure digital disruptor low cost business models.  Additionally the switch to NBN is expected to drive significant new call volumes.  It is imperative to meet those challenges as well as the expectation of our increasingly digital customers that we are able to digitise at least 50% of our business by 2020.

How you will add value

Our current online help and support tools are only resolving issues for 10% of our customer base in spite of the tools being capable of resolving >60%.  The primary reason for this low rate of adoption is the poor customer experience in finding, using, and gaining outcomes from the tools.  The Digital Product Designer will engage customers to help us design much better customer experiences, benefiting customers whilst also helping convert large volumes of traffic from call to digital channels.

Key Accountabilities:

This role will be working within newly created Customer led lean agile feature teams.  The Digital Product Designer will provide expert customer engagement, wire framing, design testing, and digital content creation to assist the team to:

  • Rebuild digital customer help tools with regular customer input and testing to ensure vastly improved SUS and other usability scores
  • Significantly increase customer adoption of digital channels over calling
  • Improve NPS and other measures of customer satisfaction and engagement

The role is also part of a pilot to test new ways of working within Telstra and demonstrate the value of collaborative, iterative, customer led ways of working.  It will be essential the candidate demonstrates a strong ability to:

  • Work collaboratively as part of a high-performing team comprised of Engineering and a Product Management Analyst
  • Use agile/lean practices to deliver incremental and valuable customer and business outcomes
  • Utilise customer research to guide product direction and features
  • Meet set product timeframes using and utilise time effectively
  • Design full-service consumer and business applications based on research with customer and collaboration with the rest of the team

Qualifications and Experience Required:

  • Have experience with and curiosity of agile and lean philosophies
  • Have experience designing full-service consumer and business applications
  • Extensive experience in research, visual design, consulting and development
  • Show command of modern front-end technologies and frameworks (e.g. HAML/SASS, grid systems, responsive design)
  • Maintain a user-centered approach in design perspective and practice
  • Lead products from discovery and framework through iterative development and delivery
  • Guide product decisions through user research, customer development, and iterative feedback loops

In return for all your hard work within this role, you will be given exposure to a wide variety of career pathways within Telstra, with plenty of scope for learning and development. If this role fits with your career goals and experience, click apply now!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit https://careers.telstra.com/allrolesflex

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