Your opportunity:
The Customer Experience Communications & Content Specialist supports the design, governance, optimisation and ongoing management of customer-facing communications across the end-to-end customer lifecycle.
Reporting to the Customer Experience Communications & Content Lead, this role works across SMS, email, IVR, chatbot, online support content, service notifications and other customer contact channels. The role ensures communications are clear, consistent, customer-centric and aligned to communication standards, channel strategy and customer intent.
The specialist uses customer insights, operational performance data and feedback from frontline teams to identify opportunities to improve customer understanding, reduce effort and increase self-service success. Working closely with product, digital, care, marketing, operations and technology teams, the role helps translate customer needs into effective communications and content experiences that support TPG Telecom's Customer First vision.
You'll make impact by:
- Review, analyse and optimise customer communications across multiple channels, including SMS, email, chatbot, IVR, service notifications and online support content.
- Identify opportunities to simplify customer communications and reduce customer effort.
- Manage and prioritise an improvements backlog and support communication approval and review processes.
- Apply communication standards, governance frameworks and content principles to ensure consistency across all customer touchpoints.
- Support the ongoing maintenance and application of the Customer Intent Matrix and channel guidance framework.
- Analyse customer feedback, complaints, contact drivers, VOC insights and channel performance data to identify communication improvements.
- Partner with business stakeholders to review customer-facing communications and recommend improvements.
- Work collaboratively with product, marketing, digital, care, operations and technology teams to deliver high-quality customer communications.
- Maintain communication inventories, standards documentation and governance artefacts.
- Ensure customer communications meet established communication standards and governance requirement in collaboration with legal, privacy and regulatory stakeholders.
- Monitor industry trends, competitor communications and emerging best practices.
What you’ll bring:
- 3+ years' experience in customer experience, customer communications, content design, content strategy, service design or digital content management.
- Experience creating or optimising customer-facing communications within a complex service organisation.
- Strong written communication skills with the ability to translate complex information into clear, simple customer language.
- Knowledge of customer service channels including contact centres, digital support and self-service environments.
- Experience analysing customer feedback, operational data and performance metrics.
- Strong stakeholder engagement and collaboration skills.
Ideally, you will also have:
- Understanding of customer journey mapping and customer-centred design principles.
- Experience working within governance, compliance or regulated environments is desirable.
- Familiarity with content management systems and communication platforms and customer contact platforms.
- Curious mindset with a passion for improving customer experiences and communication effectiveness.
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
- ‘Your Leave’ - additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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