Customer Improvement Implementation Lead

Last updated 1 hours ago
Job Type:Full Time

Job Expectations

Here is a fantastic opportunity to shape the way nbn engages with its customers and delivers an outstanding experience as nbn transitions to a customer-led organisation.

By joining the Customer Engagement team, you will help support Operations to build and service a quality network, that provides an outstanding experience for all of Australia.

A bit about your role

This is a critical role responsible for improving customer experience for nbn’s customers.

You will be key in the end-to-end delivery of customer improvement initiatives within Customer Engagement and across Operations to help transform Operations to a customer-led organisation.

You will support initiatives led by the Customer Performance and Strategy team as identified and prioritised in the customer strategy and plan, as well as other Operations business units, with cross-Customer Engagement co-ordination and change enablement.

Some other key activities and deliverables include scoping, implementation planning and delivery, process management (BPE), project/program management, timeline, risks and issues management, governance and reporting, stakeholder and change management.

A bit about you

This role requires hands on skills in implementing changes through delivering business improvement initiatives across a complex set of stakeholder groups to deliver planned business benefits.

The ideal candidate must have strong end to end project and delivery with significant experience in driving and embedding business improvement opportunities which improve customer experience.

A highly developed communication skillset will be instrumental in establishing effective internal & key stakeholder relationships. While having demonstrated experience working within a complex stakeholder landscape and managing business expectations would be an advantage.

Experience in building partnerships and working collaboratively with others is key, as is the ability to connect and influence effectively at all levels.

Life at nbn

Please note that this role is available on a 12-Month Max Term Contract.

At nbn our people have a clear and shared purpose - empowering Australians to redefine the way they live, work and play into the future. As one of the Australia’s largest infrastructure projects ever undertaken in Australian history, you’ll be part of a team building a brighter future for the country.

In your personal career, you’ll benefit from technical training for professional development, leadership programs and access to the latest technology, as well as being led by a diverse executive team.

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.

We actively focus on our people having a fair go at reaching their career aspirations. We’re committed to equal opportunities for all employees, with a target of 33% of women in senior management by 2020. With initiatives like Women’s Leadership Programs, a commitment to equal pay, flexibility and market leading parental leave, we truly are paving the way for true equality in the workplace.

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.

Please also note that applications will close at midnight on 17th-Jan 2021.

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


Time Type

Full time