Conversational Journey Lead

Employment Type

Permanent

Closing Date

19 Nov 2025 11 : 59pm

Job Title

Conversational Journey Lead

Job Summary

Job Description

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

Background – The IVA Journey

Telstra is on an ambitious journey to transform our Intelligent Virtual Agent (IVA) from a messaging-based assistant into a proactive, multi-modal agent that delivers seamless customer experiences across a variety of channels and surfaces. The next step in this journey is to expand the IVA’s capabilities beyond the messaging window, leveraging advanced conversational AI and multi-surface integration to drive greater customer success and operational efficiency.

What You’ll Do

Telstra Consumer – Customer Experience is responsible for creating and delivering a seamless and memorable customer experience across the board. The Conversational Journey Lead is responsible for shaping and delivering customer journeys through conversational experiences. This role brings Telstra’s digital customer success strategy to life by designing interactions that feel natural, purposeful and aligned to customer needs. While the role intersects with both conversational design and UX, it does not directly perform those functions. Instead, it focuses on the end-to-end customer journey and how it is expressed through conversation. You’ll work closely with designers, engineers and product teams to ensure the conversational layer reflects the intent, tone and flow of the broader experience.

Key Responsibilities

• Translate customer journeys into conversational experiences that are intuitive, engaging and aligned with Telstra’s brand and voice.
• Define the structure, intent and flow of conversations, working with design and UX teams to ensure clarity and consistency.
• Shape dialogue-rich, persona-driven scenarios that reflect real customer needs and business goals.
• Partner with product, engineering and CX teams to ensure conversations integrate with backend systems and UI components.
• Use customer insights and performance data to improve conversational journeys, identifying opportunities for simplification, personalisation and automation.
• Track and report conversational metrics to stakeholders, showing impact on satisfaction, resolution and efficiency.
• Influence roadmap decisions and investment priorities based on conversational performance and strategic outcomes.
• Coach and support team members in applying conversational thinking to digital experiences.
• Design and deliver conversational AI across multiple modalities (voice, text, visual, touch) and surfaces (web, mobile, IVR, smart devices, in-app overlays, etc.).
• Support the transition from virtual assistant to agent, including proactive engagement, task completion, and multi-surface orchestration.
• Collaborate with cross-functional teams to integrate advanced AI technologies and ensure scalability and customer impact.

About You

To be successful in the role, you must have :

What We Offer