Customer Experience Change Leader

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

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.