Digital Success Analyst

About the role

Telstra is hiring a Digital Success Analyst within its Consumer division (Telstra Retail & Regional), which covers retail and regional sales and services operations. The role drives measurable improvements in digital performance, customer experience and operational efficiency through data-led insights, performance measurement and optimisation. It aims to increase BOT and serviceable containment, self-service adoption and customer engagement by analysing customer behaviour and recommending actions.

Key responsibilities

• Analyse digital performance, customer journeys and business data to find improvement opportunities.
• Develop and maintain KPI frameworks, dashboards and reporting that support informed decisions.
• Identify customer pain points, self-service failures and drivers of assisted contacts, and partner with cross-functional teams to improve digital engagement and containment outcomes.
• Influence stakeholders with data-backed recommendations and monitor performance against OKRs and key metrics.
• Support continuous improvement of digital and self-service experiences.

Required profile

• Experience in digital analytics, business performance, customer insights or digital optimisation roles.
• Experience developing performance reporting, KPI frameworks and dashboard solutions.
• Ability to analyse customer journeys, identify root causes and drive improvement initiatives.
• Strong stakeholder management and communication skills.
• Experience in Agile environments is highly regarded.

Required skills

• Analytics and reporting tools such as Power BI, Tableau, SQL, Excel, Adobe Analytics or Google Analytics.
• Hands-on experience with Microsoft SQL Server, Azure Data Factory, AWS Redshift and cloud-based data platforms is essential.
• Experience building ETL/ELT pipelines with Azure Data Factory and integrating data from multiple enterprise systems is preferred.