Digital Inclusion Manager

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Digital Inclusion Manager (Fraud, Scams & Digital Inclusion) plays a critical role in delivering TPG Telecom’s Customer Wellbeing Strategy by leading proactive education, prevention and awareness initiatives that support customer safety, confidence and inclusion. This role focuses on delivering accessible, easy to understand information about telco services to our customers, to enable them to protect themselves against scams, navigate safely online, improve connectivity literacy, and empower customers experiencing vulnerability. Through community engagement, educational content, and partnership with external advocates, this role supports TPG Telecom’s ambition to be the most accessible telco in Australia.

You'll make impact by:

• Customer Education & Awareness Strategy
• Support the development and delivery of a customer education roadmap aligned to the Customer Wellbeing Strategy, with a focus on fraud, scams, digital inclusion, connectivity literacy, and vulnerability support.
• Lead proactive education initiatives that help customers recognise, prevent and respond to scams through awareness campaigns and accessible resources.
• Content Development & Digital Education
• Build and maintain customer support webpages and educational content that are clear, accessible and written in plain, easy-to-understand language.
• Develop vulnerability support content for customers experiencing tough times, including financial hardship, domestic and family violence, and other life events.
• Community Engagement & Programs
• Plan, organise and deliver customer education programs such as Bring Your Bills Days, including coordination with internal teams and external partners.
• Build and maintain relationships with community groups, advocates and not-for-profit organisations to inform education approaches.
• Measurement & Continuous Improvement
• Track engagement and effectiveness of education initiatives and content.
• Monitor industry trends, emerging scams and regulatory expectations to ensure education remains relevant and effective.

What you’ll bring:

• Experience in the telecommunications industry, with an understanding of telco products, billing, digital services, and customer journeys.
• Experience in customer education, consumer advocacy, financial wellbeing, digital inclusion, or vulnerability support.
• Demonstrated ability to develop clear, customer content, including web content and educational materials.
• Strong understanding of fraud and scam risks, customer vulnerability, and the impact on customers’ wellbeing.
• Experience working in regulated consumer environments with a strong customer protection focus

Ideally, you will also have:

• Experience working with financial counsellors, community organisations, or consumer advocacy groups.
• Familiarity with accessibility standards, inclusive design principles, and Easy Read content.
• Experience developing video or multimedia educational content.
• Exposure to customer complaints, risk, fraud, or vulnerability insights to inform education initiatives.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

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