National Manager CX Tracking

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 National Manager CX Tracking as part of nbn’s Voice of Customer team, reporting to the Executive Manager CX Research & Insights. A bit about the role As National Manager CX Tracking, you will be accountable for leading all major tracking research undertaken to understand the Customer Experience from awareness and intention to connect at a market level to all aspects of the Customer Experience (CX) programs for both Business & Residential. This includes understanding drivers and motivations to connect/switch, strategic customer experience programs (drivers, monitoring & target setting) and episodic transaction experiences with closed loop feedback systems. This is a people manager role with up to 3 direct reports. You will build and leverage strong partnerships with research agencies to develop best practice methodologies and leading analysis & reporting, resulting in deep and actionable research for nbn. You will be accountable for two foundation tracking programs which will need strong alignment and consistency thereby providing an efficient and effective research program. The tracking programs need to accurately reflect the market, provide clear understanding of drivers and recommendations for target setting for STI metrics. Your role will involve but is not limited to:

  • Design, Implement and Ongoing Management of the nbn Customer Experience programs (Business & Residential)
  • Support Residential and Business Awareness tracking programs
  • Product Customer Experience research
  • Leadership
  • Financial Management
  • Supplier, Stakeholder & Customer Engagement

A bit about you The successful candidate will have extensive experience in senior research and insights roles, with experience in market research strategy, marketing & marketing effectiveness, product development and position and pricing research. You will be comfortable managing senior stakeholders in large organisations and have the ability to manage effective research teams and a large complex program. Experience managing research agencies to develop and deliver programs and brand communications utilising a broad range of quantitative and qualitative research techniques is essential. You will ideally have experience on both the supply side and client side and have the ability to manage external vendors and data and sampling requirements across a broad range of research techniques. As this is a people manager role, you will need strong people management and leadership skills. An understanding of nbn Customers, Products and Process is highly desirable in this role. Life at nbn Please note that this role will be available on a permanent basis. 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 Permanent Time Type Full time


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