Description:
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 Vulnerable Customer Engagement Lead plays a meaningful role in advancing Optus’ dedication to supporting vulnerable customers by leading strategic partnerships, industry engagement, and internal cultural initiatives. The role ensures vulnerable customers receive tailored, trauma-informed support through proactive, accessible, and empathetic service. This includes driving collaboration with external partners, embedding lived experience into service design, and ensuring the organisation actively reduces barriers to access, care, and protection for customers in need.
Reporting to the Associate Director of Vulnerable Customers, this role caters for deep understanding of customer vulnerability and social impact with a passionate, strategic, and relationship driven engagement. The Engagement (Manager/Lead) is responsible for strengthening Optus’s influence in industry forums, cultivating values-aligned partnerships, and embedding a culture of advocacy across the business, to champion fairness, inclusion, and trust in every customer interaction.
Your day to day will consist of...
- Champion Vulnerable Customers by leading advocacy efforts, influencing leadership decisions, and embedding care, urgency, and reduced effort into customer experiences.
- Provide expert consultation on vulnerability considerations across Optus, ensuring continuous improvement and alignment with external standards.
- Manage strategic partnerships with external organisations supporting vulnerable customers, coordinating onboarding, contracts, and procurement.
- Lead communications and engagement planning, collaborating on initiatives that build trust and awareness of support programs internally and externally.
- Represent Optus in industry forums and community events, bringing back best practices and fostering meaningful external relationships.
- Drive cultural initiatives that promote awareness and empathy, and integrate lived experience and best practice into operations and service delivery.
What makes you perfect for the role?
- Relevant professional qualificationsin Business, Commerce, Management or a related field.
- At least 10 years in contact centre and/or retail operations, with 5+ years in telecommunications or essential services industries, including knowledge of regulatory and legal obligations.
- Minimum 5 years leading teams and 3+ years in strategic or capability roles within complex, fast-paced organisations.
- Experience in supporting vulnerable customers, including regulatory, remediation, or service delivery work in essential services or financial/utility sectors.
- Manage related contracts and procurement processes to ensure alignment with business goals and compliance requirements.
- Strong understanding of business strategy, transformation delivery, regulatory compliance, change management, and the development of business metrics.
- Skilled in using diagnostic tools, interpreting data, and identifying business improvements; able to facilitate workshops and facilitate change.
- Proven ability to communicate, influence, and build senior stakeholder relationships; highly developed coaching, mentoring, and leadership capabilities.