Job Description

Let’s Redesign Connectivity

The telco space is changing fast—and so are our customers' expectations. We’re not just selling data plans or fibre—we’re designing experiences that keep people, communities, and businesses connected to what matters most. That’s where you come in.

We’re looking for a Design Thinking Manager who’s fired up about reinventing telco from the inside out. Someone who gets the complexity of infrastructure but thinks like a startup. Someone who can blend user insight, business strategy, and creative energy to help us design better products, smarter services, and seamless customer journeys.

What You’ll Do

• Be the go-to person who lives and breathes design thinking – be ready to explain, advise and encourage best of breed design thinking techniques and behaviours
• Lead design thinking projects across the business—from reimagining onboarding flows to co-creating new service models with frontline teams.
• Have a relentless focus on improving our customer and employee journeys
• Facilitate workshops with cross-functional squads (product, tech, CX, customer ops, retail) to surface real problems and generate bold ideas.
• Embed customer-first thinking into teams working on everything from mobile apps to broadband installation.
• Map journeys, run field research, build prototypes, and test solutions at speed.
• Help scale a design thinking mindset across the company by planning and executing organization-wide initiatives to increase awareness and interest
• Enhance existing toolkits to ensure applicability to the business.
• Be the group expert on design thinking methodologies and train the business unit journey coaches

Qualifications

What You Bring

• 5–7 years of experience in service design, UX, product innovation, or a similar role—with at least some time spent in telco, tech, or other complex service industries.
• Strong facilitation and storytelling skills—you bring people along and make ideas land.
• Confidence navigating both frontline realities and executive conversations.
• Experience running user research and making sense of complex customer journeys.
• A bias for action—comfortable prototyping, iterating, and learning fast.
• You thrive in ambiguity and love connecting dots others don’t even see yet.

Nice-to-Haves

• Experience in telecom, banking, utilities, or high-touch service industries.
• Familiarity with network services, mobile/digital platforms, or B2B/B2C hybrid models.
• Knowledge of service blueprints, systems thinking, and enterprise design.
• Tools like Miro, Figma, or Adobe XD in your back pocket.
• Accreditation from IDEO, d.school, LUMA or others

What You’ll Get

• A front-row seat in transforming a legacy industry with modern, human-centered thinking.
• Autonomy to shape how innovation happens in a national telco brand.
• The chance to work with curious, kind, and purpose-driven teammates.
• A flexible work culture that values output over hours.