Consumer Experience Manager

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

In the role of Consumer Experience Manager (Mystery Shopping), you'll provide critical visibility into the end-to-end customer experience across our retail network. You'll assess everything from service quality and customer interactions to how effectively our products, plans, and value propositions show up for our customers.

This role ensures our customer journeys, product positioning, and retail behaviours consistently reflect our brand and align with our strategic priorities. Through your insights and collaboration, you'll help uplift service standards, improve product communication, and ensure Optus delivers a high-quality, trustworthy retail experience that puts customers first.

What You’ll Do | Your day to day will consist of

• Own and evolve the Mystery Shopping program, ensuring it delivers actionable insights that drive real improvement
• Partner cross-functionally with Retail, Channel teams, Quality Assurance, Risk, Legal, and external vendors to strengthen frontline capability and experience consistency
• Provide governance and reporting that translates customer experience data into strategic recommendations
• Drive accountability for how our products and value show up in channel, ensuring every customer interaction reflects the best of Optus

What You Bring | What makes you perfect for the role?

• Proven experience in strategic leadership within a retail or customer experience environment
• Outstanding understanding of customer experience principles and the ability to assess the entire customer journey
• Strong analytical and reporting skills, you can turn data into compelling insights and recommendations that drive action
• Experience managing quality assurance, mystery shopping, or audit programs (or similar initiatives that evaluate customer-facing performance)
• Excellent stakeholder management across multiple levels, with demonstrated experience managing vendor relationships
• Influencing and change management skills, you know how to translate findings into frontline improvements
• A detail-oriented yet strategic mindset, equally comfortable in the data and in the bigger picture

The good stuff…. | What’s in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity