Executive Manager Customer Experience Program

nbn Australia


The Executive Manager – Customer Experience Program is responsible for managing the Customer Experience improvement portfolio of work as assigned by the General Manager – Customer Experience Governance.

This influential role will involve delivery of a portfolio of CX improvement initiatives aligned with organisational objectives, extensive senior stakeholder engagement, and governance of multiple streams of work and steering bodies.. As such it is expected that the EM – Customer Experience Program will be able to draw on significant industry and commercial knowledge and experience, in particular Customer Experience and Telecommunications, to provide meaningful input into decision making, risk assessment, and prioritisation of the portfolio.

Customer Experience is a corporate priority with executive sponsorship and the portfolio under management will deliver both Residential and Business segment Customer Experience improvement. Cross functional Continuous Improvement programs, and Wholesale, Residential, and Business segment experience is therefore desirable.

The role is accountable for governance of the CX improvement portfolio including continuous review of the portfolio priorities, regular communication to senior stakeholder groups including executive team and shareholders, assurance of the portfolio inputs, and governance of benefits realisation management.

A bit about your role

Outlined below are the core duties that the Executive Manager Customer Experience Program will be responsible for delivering:

  • Establish appropriate portfolio governance including continuous review of priorities, change management within the portfolio, risk/issue management, budget management, status reporting, and escalations.
  • Ensure programs and initiatives within the portfolio are executed at a high level of quality.
  • Initiate and execute improvement programs including the development of charters, initiatives, milestones, RAID registers, etc.
  • Contribute to the evolution and continuous improvement of program and portfolio management and governance practices and processes to support effective and efficient delivery of the portfolio.

A bit about you

To be successful in the role of Executive Manager Customer Experience Program you will likely demonstrate a strong track record of successful program/portfolio management at an enterprise level organisation, delivering complex business improvement programs.

Ideally you will have demonstrated experience in running Customer Experience Improvement or Operational Continuous Improvement initiatives, highlighting an ability to effectively communicate to internal teams, steering committees, governance bodies and executive committees on project and program status, issues, risks etc.

Furthermore, you will be able to confidently influence cross-functional teams and collaborate with other nbn business functions in order to assign priorities effectively across resources.

Life at nbn

At nbn you’ll be joining a team that believes there is strength in diversity and opportunity through inclusion. We’re building an inclusive and diverse workplace where different perspectives, thinking and skills are valued and people are supported to achieve their potential. We’re committed to our goal of increasing the presence of women and Aboriginal and Torres Strait Islander peoples in the business and have a focus on increasing diversity amongst our leadership teams.

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.

nbn is a fast moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!

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.

Are you viewing this job on LinkedIn? Click here to apply