Senior Manager, Service Design

At Aussie Broadband, we're not here to do things the way they've always been done. We're building something different. Something bigger. And we're looking for a Senior Manager, Service Design to help us create experiences that customers genuinely value.

The Senior Manager, Service Design is accountable for shaping and leading Aussie Broadband's end-to-end service and digital experience function. The role is responsible for defining and executing the service experience strategy, ensuring alignment with customer needs, business objectives, and commercial outcomes. This position will drive the continuous improvement of service and digital journeys across key touchpoints, delivering seamless experiences that enhance satisfaction, operational efficiency, and business growth.

As a key member of the extended leadership team, you will provide leadership across the Product Experience and Digital Channel Product teams, driving alignment between service design, digital product delivery, and broader business priorities.

Reporting to the Executive General Manager, Marketing, Product & Brand, this role partners closely with the General Manager, Products to bring the long-term vision for growth and innovation to life, ensuring the product portfolio delivers exceptional value across all direct customer segments.

At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer, supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday. 

Join us as we continue to grow and make a mark as the 4th largest telco in Australia!

Why work for Aussie? 

Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!

Our fantastic culture lives and breathes our values: 

• Don't be ordinary, be awesome

• Think BIG

• No bullsh*t

• Be good to people

• Have fun

We are proud to be a B Corp Certified company, which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.

We care about our community through our Pledge 1% commitment, sponsorship programs and our paid staff community service leave offering.  

But don’t just take our word for it – We have been named one of the top employers in Australia by HRD magazine.

The good stuff

• 26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)

• Discounted internet up to the value of $109 per month

• 20% off our Mobile services 

• Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more

• Celebrating you! With monthly rewards and recognition

• Internal training and resources for you to continue to learn, grow and achieve your career goals

• Yearly allowance for amazing Aussie merch

• Fitness Passport for access to multiple gyms and pools across Australia

Let’s talk about you

If you like the sound of that, here’s some other things we’d love to see..

• Partner with the GM Products to embed consistent product development and management practices across Aussie Broadband, aligning delivery with strategic priorities, customer needs and commercial objectives.
• Lead and develop the Product Experience and Digital Channels function, building a high-performing team with clear accountability for product performance, customer outcomes and continuous improvement.
• Define and execute the service experience strategy, embedding service design principles and customer-first practices across the organisation.
• Build organisational capability and uplift service design and customer experience maturity, positioning the function as a trusted partner for product and service transformation.
• Own the digital channel strategy and roadmap, ensuring digital experiences meet customer needs and support broader business objectives.
• Use customer insights, Voice of Customer data and analytics to inform decisions, identify opportunities and drive measurable improvements in customer satisfaction, efficiency and growth.
• Partner with senior stakeholders to shape priorities, deliver strategic initiatives and ensure alignment across product, digital and business functions.
• Lead complex, cross-functional programs of work, driving successful delivery in a fast-paced environment.

What you'll bring

• Extensive experience across service design, product management, digital delivery or related disciplines, ideally within telecommunications, technology or a complex digital environment
• Strong stakeholder management and collaboration skills, with the ability to influence and partner effectively across multiple functions.
• Proven experience leading, coaching and inspiring multidisciplinary teams to achieve high performance.
• Demonstrated ability to translate complex customer and business challenges into clear strategies that deliver measurable outcomes.
• A strong track record of designing and delivering end-to-end service improvements that enhance customer experience, operational efficiency and business performance.
• Deep understanding of digital product ecosystems, including mobile applications, digital channels and omnichannel experiences.
• Strong knowledge of change management principles and experience supporting organisational transformation.

Who you are as a person:

• You are action oriented; you take on new opportunities and tough challenges with enthusiasm.
• You ensure accountability; you hold yourself and others accountable to meet commitments.
• You manage complexity: you make sense of complex, high quantity information to effectively solve problems.
• You drive results: you consistently achieve results, understanding trade-offs and business priorities.
• You collaborate with others; a true team player.
• You have a customer focus; you build customer centric solutions
• You have strong ethics.
• You are professional, constructive and friendly
• You like a (VERY) fast-paced environment

Ready to join?

Hit the apply button to submit your application and our fantastic team will be in touch!

Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.

If you have any questions, get in touch today with our team at [email protected]

Just a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!