Business Specialist

Job Summary

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.
Here’s what you can expect from us

• 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 Affirmation 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 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

This is how you’ll bring the purpose of your role to life.

As a Business Specialist, you apply your experience and expertise in business performance and insights to deliver the following 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 escalate 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
To be successful in the role, you'll bring skills and experience in:

Minimum years and type of experience required: 3–5 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

• Agile delivery methodologies

• Scrum and Kanban practices

• 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

• 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

If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!
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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. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. Visit
 www.telstra.com.au/careers/diversity-and-inclusion or email us at [email protected] noting your preferred method of contact

Recruitment Start Date:04/08/2026

Recruitment End Date: 01/09/2026

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