Customer Change & Improvement Lead

Medibank; Australia; Remote; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work arrangements

Wellbeing support

Job summary

Medibank is inviting applications for Customer Change & Improvement Leads to join the Change, Improvement & Enablement team. We are open to interstate candidates, offering permanent and fixed‑term opportunities.

You will bridge strategy and execution, turning customer and frontline insights into measurable initiatives. You’ll lead change delivery, process redesign, readiness and continuous improvement, ensuring frontline teams are prepared and supported through change.

Qualifications

• Experience leading change, transformation or continuous improvement programs.
• Strong stakeholder engagement and influencing skills.
• Experience applying structured change methodologies.
• Process improvement and operational readiness expertise.
• Strong analytical and problem-solving capabilities.
• Experience working in customer-facing or operational environments.
• The ability to balance strategic thinking with practical delivery.

Responsibilities

• Identify and shape improvement opportunities using customer and frontline insights.
• Lead process redesign and continuous improvement initiatives.
• Define problems, uncover root causes and develop scalable solutions.
• Partner with business, technology and operational stakeholders.
• Deliver end-to-end change initiatives from concept through to embedding.
• Develop communications, learning approaches and readiness activities.
• Monitor adoption, outcomes and benefits to ensure sustainable change is achieved.
• Champion the customer and frontline perspective in delivery decisions.

Skills

Change management

Stakeholder engagement

Structured change methodologies

Process improvement

Analytical thinking

Customer-facing experience

Strategic delivery

Job description

At Medibank Group, our brands, Medibank, ahm and Amplar Health, are united by a shared purpose: creating the best health and wellbeing for Australia. We're building a workplace where people can thrive, grow and make a meaningful impact, while helping shape a healthier future for our customers, patients and communities.

We have multiple opportunities for both permanent and fixed term looking for Customer Change & Improvement Leads to join our growing Change, Improvement & Enablement team.

This is an exciting opportunity to shape and deliver meaningful change across our customer-facing operations, helping us solve the right problems, redesign processes and improve experiences for both customers and frontline teams.

We are open to candidates from interstate.

The Opportunity

Embedded within delivery squads, you'll act as the bridge between strategy and execution, translating customer, frontline and operational insights into initiatives that drive measurable outcomes.

You'll lead change delivery, process redesign, operational readiness and continuous improvement initiatives while ensuring frontline teams are prepared and supported through change.

What You'll Be Doing

• Identify and shape improvement opportunities using customer and frontline insights
• Lead process redesign and continuous improvement initiatives
• Define problems, uncover root causes and develop scalable solutions
• Partner with business, technology and operational stakeholders
• Deliver end-to-end change initiatives from concept through to embedding
• Develop communications, learning approaches and readiness activities
• Monitor adoption, outcomes and benefits to ensure sustainable change is achieved
• Champion the customer and frontline perspective in delivery decisions

About You

You'll bring:

• Experience leading change, transformation or continuous improvement programs
• Strong stakeholder engagement and influencing skills
• Experience applying structured change methodologies
• Process improvement and operational readiness expertise
• Strong analytical and problem-solving capabilities
• Experience working in customer-facing or operational environments
• The ability to balance strategic thinking with practical delivery

Why Join Us?

You'll have the opportunity to influence meaningful transformation programs that improve customer outcomes, simplify frontline experiences and support Medibank's future growth.

Why work for Medibank Group?

At Medibank Group, we're creating Australia's healthiest workplace by putting the health, wellbeing and success of our people at the centre of everything we do. We know that when people feel supported, connected and empowered to be themselves, they do their best work.

That's why we invest in flexible ways of working, career growth, wellbeing support and meaningful experiences that help our people thrive both professionally and personally.

To learn about what’s in it for you, visit https://careers.medibank.com.au/the-medibank-experience

Be Yourself. Belong Here

We’re committed to a workplace where everyone feels safe, supported, and free to be themselves. By embracing diverse perspectives, we challenge the status quo and uncover better ideas. You can confidently bring your whole self—because your unique voice is what makes us stronger.

We welcome and encourage applications from people of all backgrounds, identities and lived experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, neurodivergent people, and carers.

Our employee networks create space for connection, advocacy and allyship. We offer flexible ways of working to support inclusion, accessibility and wellbeing.

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work