Senior Manager, Service Design

At Aussie Broadband, we're not here to do things the way they've always been done. We're building something different, something bigger. And we're looking for a Senior Manager, Service Design to help us create experiences that customers genuinely value.

The Senior Manager, Service Design is accountable for shaping and leading end to end service and digital experience across our product lines. The role defines and executes the service experience strategy, aligns with customer needs, business objectives and commercial outcomes, and drives continuous improvement of service and digital journeys across key touchpoints.

Responsibilities

• Partner with the GM Products to embed consistent product development and management practices across the organisation, aligning delivery with strategic priorities, customer needs and commercial objectives.
• Lead and develop the Product Experience and Digital Channels function, building a high performing team with clear accountability for product performance, customer outcomes and continuous improvement.
• Define and execute the service experience strategy, embedding service design principles and customer first practices throughout.
• Build organisational capability and uplift service design and customer experience maturity, positioning the function as a trusted partner for product and service transformation.
• Own the digital channel strategy and roadmap, ensuring digital experiences meet customer needs and support broader business objectives.
• Use customer insights, Voice of Customer data and analytics to inform decisions, identify opportunities and deliver measurable improvements in satisfaction, efficiency and growth.
• Partner with senior stakeholders to shape priorities, deliver strategic initiatives and ensure alignment across product, digital and business functions.
• Lead complex, cross functional programs of work, driving successful delivery in a fast paced environment.

Qualifications

• Extensive experience across service design, product management, digital delivery or related disciplines, ideally within telecommunications, technology or a complex digital environment.
• Strong stakeholder management and collaboration skills, with the ability to influence and partner effectively across multiple functions.
• Proven experience leading, coaching and inspiring multidisciplinary teams to achieve high performance.
• Demonstrated ability to translate complex customer and business challenges into clear strategies that deliver measurable outcomes.
• A strong track record of designing and delivering end to end service improvements that enhance customer experience, operational efficiency and business performance.
• Deep understanding of digital product ecosystems, including mobile applications, digital channels and omnichannel experiences.
• Strong knowledge of change management principles and experience supporting organisational transformation.

Person Profile

• Action oriented - you take on new opportunities and tough challenges with enthusiasm.
• Accountable - you hold yourself and others to meet commitments.
• Complexity management - you make sense of large volumes of information to solve problems effectively.
• Result driven - you consistently achieve outcomes, balancing trade offs with business priorities.
• Collaborative - you are a true team player who works well across functions.
• Customer focused - you build customer centric solutions.
• Ethical - you act professionally, constructively and with integrity.
• Thrives in a very fast paced environment.

Benefits

• 26 weeks paid parental leave for both primary and secondary caregivers, in addition to any government paid leave.
• Discounted internet up to $109 per month.
• 20% off mobile services.
• Flexible working arrangements.
• Employee Assistance Program (EAP).
• Discounts with partners such as Specsavers and HCF.
• Monthly rewards and recognition.
• Internal training and resources for professional development.
• Yearly allowance for Aussie merchandise.
• Fitness Passport for access to multiple gyms and pools across Australia.

Equal Opportunity Statement

We are a proud Equal Opportunity Employer. Supporting and celebrating difference is how we demonstrate our value of 'Be good to people' every day.