Business Specialist

Job Title

Business Specialist

Employment Type

Permanent

Closing Date

1 Sept :59pm

Job Summary

As a Business Specialist, you are an important contributor in providing business insights through analysing, forecasting, reporting and monitoring our business and commercial information, that support the identification of business improvement programs. You thrive on providing the data, analysis and insights for critical decision making purposes that support Telstra in reaching our strategic objectives as an organisation.

Job Description

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. This includes making Telstra the place you want to work. For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises well being and choice.

Benefits

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
• There when life happens. From Gender Affimation Leave to Telstra's Additional Leave Day, we give you time to spend away from work when you need it most.
• Pay for performance. We recognize outstanding contributions through our generous incentive programs.
• Parental Leave. A gender equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn 'on the job' and achieve university credits toward degrees and Master's programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
• Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

Make a Difference As a Business Specialist, you are an important contributor in providing business insights through analysing, forecasting, reporting and monitoring our business and commercial information, that support the identification of business improvement programs. You thrive on providing the data, analysis and insights for critical decision making purposes that support Telstra in reaching our strategic objectives as an organisation.

Key Responsibilities

• Take ownership for developing unique business insights by analysing and forecasting business information and applying your knowledge of business processes and systems to support evolving organisational objectives.
• Actively contributes/provides input into the delivery of performance improvement planning and activities (customer experience, realising operational efficiencies etc) including supporting the design, development and deployment of business improvement solutions.
• Apply breadth of knowledge and experience within the business performance and insights to develop tracking and reporting frameworks and generate recommendations which achieve business and customer outcomes.
• Identify and elevate any risks, issues and/or opportunities within business performance, and seek out input from others to solve complex business performance problems.
• Authentically collaborate with stakeholders to scope business improvement opportunities and provide recommendations for consideration that achieve business and customer outcomes, linked to clear financial data, performance and business levers.
• Participate in continuous improvement, transformation and efficiency initiatives by generating business performance insights and preparing performance data that inform recommendations and improvement plans for Telstra.
• Leverage tried and tested methodologies such as root cause analysis to develop data driven opportunities for improvement that drive greater levels of business performance.

About you

Minimum years and type of experience required: 1.5 - 5 years' experience in business analysis, customer experience design, digital transformation, Conversational AI, product delivery, or related technology enabled transformation roles.

Experience should include:

• Requirements elicitation, analysis and stakeholder management
• Customer journey mapping and process optimisation
• Designing and delivering digital, conversational, or AI enabled customer experiences
• Working with cross functional teams across business, technology, operations and vendors
• Solution testing, validation and continuous improvement
• Contact centre, customer service, customer experience or telecommunications environments desirable

Key technologies and tools

• Conversational AI and Voice AI platforms
• Large Language Models (LLMs) and Generative AI solutions
• Prompt engineering and context engineering techniques
• Amazon Connect or equivalent CCaaS platforms
• NICE, Genesys or similar contact centre technologies
• Jira and Confluence
• Microsoft Power BI and reporting tools
• Microsoft Office 365 suite
• CRM, workflow and enterprise integration platforms
• Data analysis and visualisation tools

Relevant methodologies or frameworks

• Business Analysis and requirements management techniques
• Human Centred Design and Customer Journey Mapping
• Conversational Design methodologies
• Customer Experience (CX) design frameworks
• User Acceptance Testing (UAT) and quality assurance approaches
• Continuous improvement and optimisation practices
• Responsible AI and governance principles
• Other critical skills and requirements

Other critical skills and requirements

• Strong analytical and problem solving capability
• Excellent stakeholder engagement and workshop facilitation skills
• Ability to translate business needs into implementable solutions
• Strong written and verbal communication skills
• Experience working across business, technology and operational teams
• Ability to manage competing priorities in complex delivery environments
• Understanding of customer behaviour, service operations and contact centre processes
• Commercial awareness and business outcome focus
• Ability to work effectively within cross functional and multi vendor delivery teams
• Commitment to customer centric design, quality and continuous improvement

We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability.

Recruitment Start Date:04/08/2026

Recruitment End Date: 01/09/2026

Remuneration Range: AUD $98,200 to $147,400

We're an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General's Office to the Australian icon we are today, the heart of Telstra has never changed. We've always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it's endless career opportunities, an amazing work life balance or being able to make a difference, we all know why we're motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most. We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox In a business as big and diverse as ours, there's a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore.

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