Principal Cx Designer

Job Expectations

Build your career and Australia’s future.

Not many people can say they are working on building Australia’s future. With us you’ll be doing just that, leaving a legacy for all Australians. Plus, there’s equal employment, great training and true flexible working arrangements.

A bit about your role

A fantastic opportunity at nbn, Australia’s largest infrastructure project, as a Principal CX Designer, reporting to the Executive Manager CX Design.

CX & Products defines success by enabling our Telco retail partners to deliver excellent CX to residential and business customers with the right products and service experiences. Additionally, our success is defined by our internal stakeholders being inspired by the activities we undertake and that they can see how we are setting nbn up for future success.

With a powerful, ‘end-to-end’ (e2e) remit spanning the key elements of nbn’s product and service offering, the CX & Products function:

- Owns the customer experience across the full customer lifecycle, through the products they buy and the service they receive
- Provides innovative, integrated and strategic solutions, that benefit customers and drive long term value for nbn
- Focuses on providing the right value proposition for not only our customers, but our RSP partners as well

The Principal CX Designer shapes, scopes and contributes service design expertise to world class service design solutions and uplift programs. Joining a small but growing team of passionate designers, this role will support the Executive Manager CX Design while taking accountability across the full design project lifecycle. This role collaborates extensively, with diverse stakeholders internally and with our external partners. Strong facilitation and communication are essential, with confidence presenting to leadership and senior stakeholders.

Responsibilities will include:

- Shape, propose and execute the design approach within the business, operational and technical context.
- Conduct design research to understand customer and partner needs, and to test proposed concepts.
- Facilitate the co-design of solutions to mutually improve both customer experience and business value.
- Collaborate with a cross-functional team and stakeholders across the business to design pragmatic solutions that balance desirability, feasibly and viability.

A bit about you

You have:

- End to end fluency in service design, including scoping projects and proposing the design approach
- Practical experience in ethnographic design research methods to understand customer needs, and equally comfortable working with data and shaping experiments to validate hypotheses
- The ability to create clarity using visual frameworks, such as customer journeys and service blueprints
- Expert facilitation skills, including workshops and collaboration in shared physical and digital workspaces
- The ability to create rapid tangibility with a toolkit of prototyping tools and techniques
- The ability to manage and prioritise across multiple concurrent projects in fast-paced environment
- Passion and drive to improve and advocate for customer, employee and partner experience
- Strong business, operational and technical acumen with the ability to pitch the business value of a concept or recommendation to a diverse corporate audience

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 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.

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.

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