Manager, Voice of Customer Data Products

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit

The Manager, VOC Data Products is responsible for driving customer experience transformation and delivering measurable business outcomes through the development and execution of advanced Voice of Customer (VOC) data products. This role targets value realisation in customer contacts, complaints and NPS uplift across consumer segments

It leads the VOC data product portfolio, applying analytics, process mining, and AI/ML to deliver sustained operational improvements. The role requires strong cross-functional leadership, a focus on value realisation and governance, and a commitment to championing customer outcomes through collaborative, high-integrity execution

Ready to reimagine your career at Optus?

• Lead initiatives that use VOC data products to reduce contact volumes, customer complaints, and TIO cases, delivering measurable uplift in NPS and operational improvements through data-driven insights.
• Define and manage the VOC data product roadmap aligned to enterprise strategy, balancing innovation with operational priorities and negotiating trade-offs to maximise value delivery.
• Oversee the full lifecycle of VOC data products using hybrid delivery models, leading cross-functional initiatives across teams (10–20 people), and ensure timely, scalable project execution with capex accountability up to $1M.
• Ensure VOC data products align with governance standards, manage technology and customer data risks, and champion quality, accuracy, and ethical use of AI and machine learning outputs.
• Present strategy and outcomes to executive and C-level leaders, translating complex analytics into business impact, and lead change management to drive cross-business adoption of VOC data products.
• Explore emerging AI/ML, LLMs, and process mining capabilities for competitive advantage, partnering with IT and engineering to scale infrastructure on cloud platforms like GCP, AWS, and Azure.
• Work closely with IT, data platforms, product and channel teams, and vendors to deliver customer-centric solutions, ensuring technology alignment and realising business value of up to $20M annually

It starts with you!

• Relevant professional qualifications in a quantitative field (e.g. Data Science, Engineering, Computer Science); hands-on experience in data product management, advanced analytics, or data science roles, including leading large-scale data initiatives with commercial accountability.
• Proven experience with AI/ML, LLM technologies, process mining, and customer analytics, with strong programming skills (Python, SQL), model development, and deployment capabilities; familiarity with platforms such as Snowflake, Databricks, Spark, and Hadoop.
• Strong understanding of cloud data platforms (GCP, AWS, Azure), MLOps, model governance, and analytics pipeline development; proficient in Tableau, Power BI, and automated insight generation tools; experience with NLP and LLM tools for customer data.
• Skilled in both agile and traditional project delivery within complex environments; experience leading transformation projects and process improvement initiatives using customer journey analytics and process mining.
• Strong influencing skills with ability to lead cross-functional teams without direct authority; collaborative attitude with a focus on customer outcomes, stakeholder engagement, and strategic alignment across business units.
• Outstanding communication and storytelling ability to translate technical insights into business impact; experienced in change leadership, cross-cultural team management, and mentoring high-performing analytics teams

The good stuff …

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive gender neutral paid Parental Leave of up to 16 weeks
• Competitive leave including 2 additional 'Connected Leave' days
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue.
• Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn

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. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours

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

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