Senior CX Designer (Business)

nbn Australia


The Senior CX Designer (Business) is an exciting opportunity within the Customer Insights & Design Team. In this role you will be responsible for representing our customers in forums and programs as well as uplifting the experience for nbn’s Business customers.

Reporting to the Executive Manager of Customer Insights & Design, you will work closely with the CX Insights & Strategy team to deliver impactful solutions around Business CX design programs that meet the customer needs and drive the improvement in customer experience.

A bit about your role

Our Customer Experience & Insights (CX&I) function is leading a major transformational change program across the organisation, focusing on customer experience. You will be part of a critical program which is receiving significant executive sponsorship. You also play an important role in pulling together the efforts of the whole organization on the key things that matter to our end users.

Your key contributions are around leading and managing CXD projects to provide creative solutions to customer problems. That includes ensuring the tools, artefacts, templates and content for communicating the Business customer experience are available and useful to nbn (and some external) stakeholders. You will also see yourself leading a virtual team of stakeholders on the development and delivery of key artefacts and tools, including user journeys, personas and blueprints.

You will take the lead in providing ongoing maturity of the nbn CXD methodology and design practice and the initiative to engage with nbn employees and increase collaboration as well as focus on the end-to-end customer experience. You will be our driving force in promoting CXD program and methodology across nbn and ensure that stakeholders understand the value, purpose and scope of CXD.

A bit about you

We are looking for candidates with an extensive background in customer-centred design as well as strong experience in educating, communicating and facilitating people on Customer Experience or Design Thinking methodologies.

Demonstrated stakeholder management skills will help you to influence and implement CXD solutions successfully across all levels of seniority in nbn.

If you have prior practical experience leading design or research projects end-to-end and applying human centred design to real business problems, that would be awesome.

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.

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