Process and Business Improvement Senior Lead

Job Summary

At Telstra, we're not just improving processes, we're reimagining how work gets done. We're looking for experienced transformation and work-redesign professionals who can challenge traditional ways of working, redesign customer and operational experiences, and drive meaningful change across the organisation.

This is deep, hands-on transformation work. AI is increasingly part of how we do it, so we want people who are genuinely curious about AI, comfortable with the core concepts, and hungry to build the skill as the field matures. You don't need to be an AI expert. You need transformation expertise you can stand behind, and the appetite to apply it in an AI-enabled environment.

Focus of the Role

The Process and Business Improvement Consultant Senior Lead leads data-driven operational improvements across telecommunications value streams, using process intelligence, analytics, structured problem-solving frameworks and continuous improvement methods to deliver measurable outcomes in customer experience, service reliability, cost efficiency, and revenue protection.

The role partners with senior leaders across Network, Customer, Digital, Technology, and Operational business areas to identify performance issues, uncover root causes through data and process insights, and embed sustainable improvements at scale.

This is a hands-on consulting role for someone who thrives in ambiguity, is trusted to step into complex, high-visibility problems, and can move confidently from data to insight to executive-ready decisions and action.

What you'll do

• Lead problem framing and hypothesis-driven analysis on complex, ambiguous business challenges, synthesising large and messy data sets into decision-ready insights.

• Apply advanced process intelligence, analytics and structured problem-solving methods (e.g. Lean Six Sigma, DMAIC) to uncover root causes and prioritise the levers that will drive the greatest business impact.

• Facilitate senior, cross-functional workshops to align stakeholders on problem definition, evidence, trade-offs and decisions – often in time-critical or high-pressure contexts.

• Translate complex analysis into clear, executive-ready narratives, business cases and recommendations that influence senior stakeholder decision-making.

• Lead end-to-end process redesign and improvement delivery, embedding sustainable change and tracking benefit realisation at scale.

• Identify and lead opportunities to reimagine workflows through automation, digitisation and AI, including the application of agentic solutions and AI agents that augment and accelerate consulting delivery.

• Coach and uplift structured problem-solving, data-led thinking and facilitation capability across the wider CoE and business.

What we’re looking for

We’re seeking for a transformation-focused professional who thrives in ambiguity and is passionate about reshaping how work gets done in an AI-enabled future.

Essential skills

• Proven consulting background (internal or external), with demonstrated experience leading complex, cross-functional problem solving where the path forward is not always clear at the outset.

• Strong critical thinking and structured, hypothesis-led problem-solving capability – comfortable cutting through ambiguity to get to the real issue.

• Demonstrated ability to influence and manage senior stakeholders, including experience presenting to and securing buy-in from executive audiences.

• Advanced analytical and data skills, with the ability to interpret complex data sets and translate findings into decision-ready, business-relevant insights.

• A track record of using insight to drive decision-making and deliver measurable business outcomes.

• Excellent storytelling, written and verbal communication skills, with the ability to adjust to audiences of varying seniority.

Highly regarded

• Experience reimagining workflows or operating models, including through automation, digitisation or process redesign at scale.

• Exposure to or hands-on experience with agentic AI, GenAI, or building/configuring AI agents (e.g. Copilot Studio, Forge) to augment consulting or operational work.

• Lean Six Sigma Black Belt (or equivalent) certification, Human-Centred Design experience, or process intelligence tooling exposure (e.g. Signavio, Power BI, SQL).

• Experience operating in large, complex or regulated organisations, ideally telecommunications or a similar industry.

Why this role matters

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. 

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on [email protected] or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment