Company Overview
Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.
Visit www.superloop.com to learn more.
Business Unit Overview
The Consumer unit is the face of our retail brand that is committed to delivering on our customer promise; Super fast, Super reliable and Super easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and customer lifecycle.
The Superloop Home Broadband team is the face of our retail connectivity brand. Our contact centre is committed to creating a positive customer experience through the availability and continuity of our services, and with the engagements we have with our customers. The team is the engine room of our residential brand, enabling growth through team development, continuous process improvement, and industry-leading customer service. As a customer focused team, we deliver solutions to our customers through rigorous technical understanding of our products, and exemplifying superior customer service skills in every interaction.
Role Purpose
The Head of Transformation Enablement (Consumer) sets and leads the Consumer AI and automation agenda. Working horizontally across Sales, Marketing, Customer Value Management, Product, Operations and Compliance to enable business leaders to achieve growth, customer, productivity and risk outcomes by embedding AI and automation into how work is designed and delivered.
The role builds and governs a prioritised portfolio of opportunities, establishes the operating model and reusable capabilities required to scale them, and ensures adoption and value realisation. As an embedded strategic partner to the Consumer Leadership Team, the role connects business priorities with data, technology and delivery capability to turn experimentation into sustainable business practice.
Key Responsibilities
Strategy and portfolio leadership: Define and maintain the Consumer AI and automation strategy, multi-year roadmap and investment portfolio, aligned to the Consumer business strategy and enterprise technology direction.
Cross-functional opportunity shaping: Partner with Sales, Marketing, Customer Value Management, Product, Operations and Compliance to identify material problems and opportunities, redesign journeys and workflows, and translate them into prioritised initiatives with clear owners, business cases and success measures.
Targeted retail capability: Partner with Marketing to use data and AI to improve audience targeting, proposition relevance and conversion across retail channels.
Delivery enablement and scale: Establish the ways of working, reusable patterns and cross-functional delivery mechanisms needed to move initiatives from discovery and experimentation to scaled, business-as-usual capability; remove barriers and manage dependencies across teams.
Value realisation: Own portfolio-level performance and benefits tracking across revenue growth, conversion, retention, customer experience, productivity, cost to serve and risk; provide transparent reporting and recommend where to start, stop, accelerate or scale investment.
Governance and responsible AI: Establish decision rights, guardrails and assurance for AI and automation, ensuring privacy, security, data, regulatory, model risk and customer fairness requirements are built into the full lifecycle.
Adoption and operating model: Lead the organisational change required to embed new capabilities, including workflow and role redesign, communications, training, leadership routines and measures that drive sustained adoption.
Team and ecosystem leadership: Build and lead a high-performing enablement team and partner ecosystem; develop internal capability, source specialist expertise where required, and maintain an informed view of emerging technologies and market practice.
Qualifications and Experience
Required
Significant senior leadership experience in business enablement, digital change, AI and automation, or an adjacent discipline within a complex, customer-centred organisation.
A track record of defining and executing a cross-functional AI and automation strategy or large-scale change portfolio, taking capabilities from idea or pilot through to adoption at scale.
Demonstrated success delivering measurable commercial, customer, operational and risk outcomes.
Strong commercial and portfolio acumen, including opportunity sizing, business cases, prioritisation, investment trade-offs and benefits realisation.
Exceptional influencing and partnership skills, with the ability to lead through ambiguity across executives and functions without relying on direct authority.
Sound understanding of AI and automation capabilities and limitations, responsible AI principles, and associated data, privacy, security and regulatory considerations.
Proven people leadership and change leadership experience, including building teams, developing capability and driving sustained adoption.
A relevant tertiary qualification or equivalent practical experience.
Desired
Experience in telecommunications, internet or broadband, or a comparable consumer subscription services industry.
Experience operating in a challenger and/or multi-brand environment.
Practical exposure to generative AI, AI agents, intelligent automation, workflow orchestration, conversational AI or related technologies.
Experience in customer journey design, service design, process redesign or product-led operating models.
A postgraduate qualification in business, technology or a related discipline.
On Offer
Free Home Broadband
Free Mobile SIM plan
Flexibility – 3 days/week in the office
Lunch on Wednesdays, snacks, donuts and more!
Diverse and inclusive culture
Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.
