CX Design & Improvement Lead

This is a 12-month FTC opportunity covering maternity leave

• You bring customer focus, curiosity and a practical way of making things better.
• We provide the flexibility and support that make More a place where people love to work and achieve their ambitions.
• Together, we’ll make connectivity simpler and create better experiences for our customers.

More about More:

More and Tangerine are fast-growing Australian-owned telecommunications brands delivering high-quality NBN, mobile, voice, and business connectivity solutions to customers across Australia. Our mission is simple: to make connectivity easy to understand, so customers can spend more time enjoying their services and less time navigating the complexities of telco.

Backed by More’s strategic partnership with Commonwealth Bank, we’re reaching more Australians with innovative telecommunications solutions and investing in digital experiences that make connectivity simpler and more accessible. Guided by our values of Start with the Customer, Simplicity for Speed, Community of Individuals, and Collaborate to Win, we’re building a culture where people can contribute new ideas, make a meaningful impact, and help shape the future of telecommunications in Australia.

About the opportunity:

At More, we’re committed to creating simple, seamless, and customer-led experiences that drive loyalty, retention, and long-term growth. As we continue to evolve our products, services, and operating model, we’re looking for a CX Design & Improvement Lead to help shape the experiences our customers have across every stage of their journey.

In this role, you’ll combine customer insight, service design, and continuous improvement expertise to understand customer needs, identify opportunities, and deliver meaningful experience improvements. Working closely with stakeholders across the business, you’ll leverage customer feedback, operational data, analytics, and AI-driven insights to uncover pain points, redesign experiences, and prioritise initiatives that create customer and commercial impact.

This is a highly visible role within the Chief Customer Office, offering the opportunity to influence strategic priorities while remaining hands-on in the work. You’ll play a key role in reducing customer effort, improving satisfaction and loyalty, increasing digital adoption, and delivering measurable business outcomes, making a tangible impact on both the customer experience and the future growth of the organisation.

You’ll be successful in this role if you:

• Are passionate for customers and a commitment to delivering customer-centric outcomes.
• Are confident planning, designing, and facilitating remote and face-to-face CX workshops.
• Bring curiosity, creativity, and the ability to simplify complex processes, challenges, and customer experiences.
• Have a creative and entrepreneurial mindset, with the confidence to identify opportunities, solve business problems, and challenge the status quo.
• Excel in communication, stakeholder engagement, and leadership skills, with the ability to influence and collaborate across all levels of the business.
• Have strong organisational and time management skills, and thrive in a fast-paced, evolving environment.

About you:

We don’t expect you to tick every box but we’re looking for someone with a strong foundation across several of the following skills:

• At least 2 years of experience in Customer Insights, Service Design, Continuous Improvement, or a similar customer-focused role.
• Strong understanding of customer journey mapping and experience using journey maps to identify pain points and improvement opportunities.
• Strong understanding of design thinking and user-centric design principles.
• Experience interpreting data from multiple sources, including customer feedback, operational metrics, and AI-enabled tools, to generate customer and commercial insights and develop strategies that support customer growth and retention.
• Demonstrated ability to translate customer insights into actionable recommendations, improvement initiatives, and business cases.
• Experience using collaboration and design tools such as Miro, Figma, or similar platforms to support research, workshop facilitation, and solution design.
• Experience supporting customer or business improvement initiatives, including process redesign, change impacts, and business readiness activities.
• Experience in Telecommunications and operational contact centre will be highly regarded.

Metrics for Success

• Reduction in avoidable demand and key call drivers.
• Improved CSAT, NPS and Customer Effort Scores.
• Number and value of improvement initiatives implemented.
• Reduction in key operational contact center metrics.
• Increased digital and self-service adoption.
• Successful adoption of new policies, processes and ways of working.

What we offer:

• Flexible and hybrid working arrangements that support work-life balance, wellbeing, and collaboration.
• 14 weeks paid parental leave as per the parental policy.
• Free internet and mobile plan. 
• An additional day of paid leave to celebrate your birthday, plus a gift voucher.
• Free access to confidential counselling and 24/7 wellbeing support through our EAP.
• A collaborative, inclusive, and high-performing culture.
• Supportive leaders and teams that value initiative, accountability, and success.

What’s Next?

We’re committed to providing a positive and transparent candidate experience. Our recruitment process includes

• Phone Screen – An initial conversation with our Talent Specialist to learn more about your experience, career goals, and interest in the role.
• Technical & Team Fit Interview – A deep dive into your technical expertise, with an opportunity to meet the team and assess mutual fit.
• Final Interview – A discussion focused on your technical experience, alignment with our values, and overall fit for the role.
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Our People & Culture

Our people are at the heart of our success. As we continue to grow, we’re building a collaborative workplace where people feel valued, supported, and encouraged to share new ideas. Join us and be part of a team that’s shaping the future of telecommunications while helping Australians stay connected.

Inclusion & Accessibility

Everyone’s different, and that’s something we value at More. We believe diversity of thought helps us build stronger teams and deliver better experiences for our customers. We welcome applications from people of all backgrounds and assess candidates based on their skills, capabilities and potential. We’re committed to creating an inclusive recruitment experience and providing reasonable adjustments throughout the recruitment process and in the workplace. If there’s anything we can do to support you, please let us know as part of your application.