Digital Performance & CX Optimizer

Telstra; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

Telstra is seeking a Digital Success Analyst to drive measurable improvements in digital performance, customer experience and operational efficiency through data-led insights and optimisation.

The role focuses on identifying opportunities to increase BOT containment, self-service adoption and customer engagement by analysing behaviour, friction points and providing actionable recommendations. This position is based in the United States and aligns with Telstra's digital transformation journey.

Qualifications

• Experience in digital analytics, business performance, or digital optimisation.
• Strong analytical and problem-solving skills.
• Ability to translate data into actionable recommendations.
• Experience developing performance reporting and dashboards.

Responsibilities

• Analyse digital performance, customer journeys and data to uncover insights and improvement opportunities.
• Develop and maintain KPI frameworks, dashboards and reporting to drive decisions.
• Identify and address pain points and self-service failures through data-led analysis.
• Partner with cross-functional teams to improve customer experience and operational efficiency.
• Influence stakeholders with data-backed recommendations and insights.
• Monitor OKRs and key metrics to ensure initiatives deliver measurable outcomes.
• Support optimisation of digital and self-service experiences through continuous improvement.

Skills

Digital analytics

Data storytelling

KPI frameworks

Stakeholder management

Agile methodologies

Job description

Telstra is seeking a Digital Success Analyst to drive measurable improvements in digital performance, customer experience and operational efficiency through data-led insights and optimisation.

The role focuses on identifying opportunities to increase BOT containment, self-service adoption and customer engagement by analysing behaviour, friction points and providing actionable recommendations. This position is based in the United States and aligns with Telstra's digital transformation journey.