Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions. The Senior Director, Retail Transformation leads the strategy and delivery of Optus’ retail transformation agenda, driving initiatives that elevate the retail experience, modernise technology platforms, and uplift frontline culture. In this role, you will lead all aspects of the end‑to‑end delivery of transformation programs, ensuring strong governance, clear execution, and seamless coordination across business units. You’ll enable digitised customer journeys, improve operational efficiency, and champion capability building across frontline teams. Partnering closely with People & Culture, IT, and enterprise business partners, you’ll ensure programs are appropriately resourced, rigorously tracked, and communicated through robust governance rhythms. This role is central to aligning retail transformation with broader enterprise priorities and delivering measurable improvements to customer and employee experiences. What You’ll Do Lead Optus’ retail transformation strategy, crafting the 5‑year plan, driving cultural change, and coaching a high‑performing project team. Establish strong governance and delivery rhythms, leading all aspects of prioritisation, quarterly planning, risk management and ensuring major initiatives stay on the strategic critical path. Champion cultural change and capability uplift, partnering with People & Culture to deliver training, onboarding, and behaviour‑embedding programs. Drive retail digitisation and technology uplift, leading customer journey redesign, platform modernisation and close collaboration with IT to enable seamless, modern retail operations. Build strong enterprise alignment, engaging senior leaders and fostering tight rhythms across Consumer, Enterprise, and frontline teams. Report progress and performance metrics to executives, handling risks, surfacing key decisions, and driving continuous improvement across all retail transformation programs. What You Bring Extensive transformation leadership experience leading large‑scale, end‑to‑end transformation programs, ideally in retail, customer‑facing, telecommunications, or technology environments. Strong strategic and operational capability with proven success delivering cultural change, technology uplift, business cases, CAPEX management, benefits realisation, and multi‑unit business partner engagement. Deep expertise in governance and program delivery including risk and dependency management, portfolio governance, executive reporting, and performance tracking. Technical and digital literacy with strong understanding of retail digitisation, customer journey design, IT re‑platforming, and familiarity with relevant platforms and enterprise delivery tools. Exceptional leadership and communication skills to empower cross‑functional teams, influence senior leaders, negotiate outcomes, and present optimally in executive forums. A passionate, outcomes‑focused approach with proactive experience in driving alignment, capability uplift, and cultural evolution across fast‑paced environments. The good stuff…. Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. Flexible working arrangements with opportunities to work three days in the office, two days remote or home. Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. 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 employee-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. Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. 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. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity LI-DD1
