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. 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 Aussie Broadband's end-to-end service and digital experience function. The role is responsible for defining and executing the service experience strategy, ensuring alignment with customer needs, business objectives, and commercial outcomes. It drives continuous improvement of service and digital journeys across key touchpoints, delivering seamless experiences that enhance satisfaction, operational efficiency, and business growth. As a key member of the extended leadership team, you will provide leadership across the Product Experience and Digital Channel Product teams, driving alignment between service design, digital product delivery and broader business priorities. Reporting to the Executive General Manager, Marketing, Product & Brand, the role partners closely with the General Manager, Products to bring the long term vision for growth and innovation to life.

Responsibilities

• Partner with the GM Products to embed consistent product development and management practices across Aussie Broadband, 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 across the organisation.
• 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 drive measurable improvements in customer 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 programmes 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.

Personality

• Action oriented; takes on new opportunities and tough challenges with enthusiasm.
• Ensures accountability; holds self and others accountable to meet commitments.
• Manages complexity; makes sense of complex, high quantity information to effectively solve problems.
• Drives results; consistently achieves results, understanding trade offs and business priorities.
• Collaborates with others; a true team player.
• Customer focused; builds customer centric solutions.
• Has strong ethics; professional, constructive and friendly.
• Thrives in a 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 the value of $109 per month.
• 20% off our Mobile services.
• Day to day benefits such as flexible working arrangements, Employee Assistance Programme, discounts with names like Specsavers and HCF.
• Monthly rewards and recognition.
• Internal training and resources for continued learning, growth and career development.
• Year ly allowance for exclusive Aussie merchandise.
• Fitness Passport for access to multiple gyms and pools across Australia.

Aussie Broadband is an equal opportunity employer.