Come and make a difference, help us to lift the digital capability of Australia!
Work in an agile, fast-paced environment and interface into experience design teams, commercials, and others to influence and drive tangible impact on the nation. Change is a given and sometimes complex, but you will be rewarded with exposure to a supportive world-class team and have visibility of your impact on Australia’s experience with broadband.
This is a full-time permanent role focused primarily on CX within the Customer Research & Insights group at nbn. You will have exposure and the potential end to end ownership of existing/upcoming Research & Insights programs.
Open to any location with the same time zone as Sydney. Individual contributor role.
A bit about your role
The Lead Strategic CX Insights is responsible for developing and executing end-to-end Research Plans and Insight Reports for key stages of the customer journey for all customer segments.
The successful candidate will be an experienced Customer Experience practitioner – with a particular focus on delivering improvements to the business through strong analytical skills. They should have hands-on experience taking multiple data sources (at the minimum survey and operational data) to analyse, synthesize and build compelling stories that demonstrate and quantifies root cause, interconnected parts, themes, customer challenges/moments in pursuit of improving the customer experience for an organization.
Your analytical capability will be supported by strong investigative skills and a well-rounded set of organisational capabilities – able to build a business case and strategy, track and monitor a program of work, manage budgets and timelines, collaborate cross-functionally, identify insights into the customer’s experience that drive change, balance commercial/customer outcomes and track the success of improvement programs that have launched.
A bit about you
You would hold a degree in a relevant discipline and have hands-on practical experience leading CX insights programs end-to-end and applying analysis to real business problems of about 4 years or more.
You would be more than competent in one (or more) of the following disciplines (Customer Experience, Service Design, Design Thinking, Commercial or Operations)
Experienced in educating, communicating, and facilitating learning of Customer Research and Customer Experience best practices while being in a complex and dynamic work environment.
Strong experience in leading, influencing complex CX measurement/metric programs including at minimum quantitative and verbatim and demonstrate experience in transforming raw data sets into compelling and meaningful visual illustrations while having expertise in leading evidence-based customer research techniques, analysing multiple data sets, sources and uncovering fact-based insights.
You would have worked in a service industry or agency environment where you would have done extensive market research on customer experience and insights while being able to engage with all levels of Stakeholders.
Systems/Technical skills: Advanced PowerPoint, Word & Excel skills, Experience with Analytics/visualisation tools such as Q Pro, Tableau, etc.
Life at nbn
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 Australia’s largest infrastructure projects ever undertaken in Australian history, you will be part of a team-building a brighter future for the country.
In your personal career, you will 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 where everyone can feel valued, respected, and have equal opportunity to thrive and succeed. We encourage applications from people of all ages, nationalities, abilities, and cultures - including Aboriginal and Torres Strait Islander peoples, the LGBTI+ community and people living with disabilities. We're happy to adjust our recruitment process to support accessibility needs – we encourage you to advise us at the time of the application via [email protected]
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 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.
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.