Customer Research and Insights Manager

A fantastic, fixed term opportunity has presented itself for a Consumer Insights Manager, reporting to the Executive Manager Customer Research & Insights where you will join a high performing team within the Customer business unit.

A bit about your role

In this role you will be accountable for undertaking ground-breaking research and delivering insights that create a step change in how nbn together with the industry deliver products and customer services that exceeds customer expectations.  You will be responsible for developing best practice methodologies and leading analysis & reporting, resulting in deep and actionable research for nbn and the industry. Additionally, you will develop, deliver, and work across a variety of Research programs including quantitative tracking studies, voice of customer programs, ad-hoc program Research, qualitative Research and Driver modelling.

This role also requires strong program and project management skills, as you will be responsible for launching a new Voice of Customer platform and managing the NPS Experts program. You will need to coordinate multiple stakeholders, oversee timelines, and ensure successful delivery of these strategic initiatives while maintaining alignment with broader customer experience goals

A bit about you

As this is a highly visible role that will drive real change, you will bring extensive experience in quantitative, qualitative and advanced research techniques along with strong stakeholder, project management and general leadership skills.

Life at nbn
To be part of nbn is to be part of something bigger. We’re the digital backbone of Australia and more. Leaders. Changemakers. Collaborators. We encourage each other to find new solutions in productive, competitive, and innovative ways—providing access to crucial tools and services for our customers, partners, communities, and the country. Together, we’ve created Australia’s network—a network made for more.

A more inclusive working world
nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. We champion equal opportunities for all employees. If you have any special requests or accessibility requirements throughout the recruitment process, please advise us at the time of application (via [email protected]), and we will adjust to meet your needs.

Where to from here?
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.

Please note that this role will be a 18-month fixed term opportunity and applications for this role will close at midnight on 31st January 2026.

To be eligible for this role, you must have full working rights in Australia.

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