Manager CX Engine

Location:Sydney
Job Type:Full Time

Job Expectations

With 2022 on the horizon, nbn is on a journey to transition from an organisation focussed primarily on scale and network build to a commercial competitive entity in the future digital landscape where customer experience and commercial success are a priority.

This is a new and exciting opportunity to join nbn as a Manager CX Engine as part of nbn’s newly formed Customer Experience Transformation team, reporting to the Executive Manager CX Innovation & Transformation (CX Engine).

A bit about the role
As Manager CX Engine, you will be an integral part of the newly formed Customer Experience Transformation team which sits within the broader Customer & Commercial team in the Residential Sales & Marketing business unit. The main focus of this team is to provide nbn with the map and the tools to enable a customer led organisation, and champion this transformation across nbn whilst implementing the CX engine.

You will become a member of the center of excellence and draw on resources from within the CXT and SMEs/process owners from the business. As Manager CX Engine, you will play a key role in driving and supporting the pillar responsible for implementing the CX Engine and will include stakeholder engagement and reporting, delivery of CX improvement initiatives aligned with organisational objectives.


Your role will involve:

  • Establish high impact CX improvement programs
  • CX Engine Design & Implementation
  • CX Design & Improvement Initiatives

A bit about you
The successful candidate will need to draw on significant industry and commercial knowledge and experience, in particular Customer Experience and Telecommunications, to provide meaningful input into decision making, initiative and solution design, risk assessment, and prioritisation. Ideally, you will be qualified in Business, Technology or Digital disciplines and worked in a Customer Experience team in an agile capacity. You will be a self-starter, with strong communication, networking and relationship building skills.

Experience with developing continuous improvement feedback loops and being comfortable with analysing and presenting information using data will be highly advantageous. Well-developed analytical and problem-solving skills, including experience in defining, launching, measuring and managing customer experience initiatives and product design in a fast-paced and technically complex environment is essential. Finally, you will be a strong collaborator, being skilled at working within direct and cross- functional teams to achieve successful outcomes.

An understanding of nbn Products and Process is highly desirable in this role.

Life at nbn

Please note that this role will be available on a 24-month fixed term contract.

We make it easier for people from any career background to thrive. You’ll benefit from formal learning programs to support ongoing development in professional and business capabilities. There are also a number of informal, on the job learning opportunities to help further your development.

The nbn™ broadband access network is delivery the technology that will shape Australia’s future. As one of the largest infrastructure projects in Australia’s history, working at nbn is a once in a lifetime career opportunity, where no two days are the same.

nbn is committed to an inclusive, flexible and supportive workplace. We strive to ensure that any barriers that may exist are removed to allow everyone equal opportunity to thrive and succeed, regardless of factors such as gender, those who identify as First Peoples, LGBTI+ status, cultural background or disability. We actively focus on encouraging diversity and ensuring that all our people have fair opportunity to reach their career aspirations and potential.

Continue the conversation

If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.

At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn™ network. nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.

Worker Type

Fixed Term (Fixed Term)

Time Type

Full time