Principal CX Designer

This role is both hands-on and strategic, requiring you to lead end-to-end design projects, engage deeply with stakeholders, and act as a trusted internal consultant. You will support the strategy customer experience function to drive customer-centric initiatives, improve NPS, and identify customer risks across the journey. Your work will bring clarity to complexity, helping teams articulate the value of CX, human-centred design, and deliver experiences that are both meaningful and measurable.

As the Principal CX Designer, you will play a central role in embedding human-centred design across the organisation, helping to shape and optimise nbn’s product customer value propositions and customer experiences. You will work closely with the product Product and Pricing teams to guide the design of our product portfolio, ensuring every initiative is grounded in customer insight and aligned with strategic goals.

You are confident creating customer journeys, CX frameworks and communicating design complexity with clarity. While telco experience is a plus, your adaptability and strategic mindset are what truly set you apart. You bring a thoughtful, pragmatic approach to design, always focused on delivering value for customers and the business alike. You're inspired by the challenge of creating meaningful CX while balancing wholesaler constraints.

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

You are an experienced design leader with a strong background in human-centred design, service design and design research. You have led complex, end-to-end projects in large corporate environments and know how to navigate and build strong stakeholder relationships. Your experience is demonstrated by your ability to work with stakeholders to focus CX Design activity where it is most impactful - strategic to tactical- while also comfortably straddling all facets of CX Design. Your ability to conduct customer interviews, validate insights iteratively, and translate findings into actionable design assets making you a trusted voice in any room.

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.

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. That's why we have a Reconciliation Action Plan, Accessibility & Inclusion Plan, offer 18 weeks of paid parental leave, are a Pride in Diversity Gold Employer for three years running, and have active employee-led diversity pillars. Click here to see our list of employee benefits and why we're recognised as a WORK180 Endorsed Employer for Women, and their Employer of Choice for 2025.

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