Customer Change & Improvement Lead

About the role

Medibank Group is looking for Customer Change & Improvement Leads to join its growing Change, Improvement & Enablement team. The role sits inside delivery squads and acts as a bridge between strategy and execution, turning customer, frontline and operational insights into initiatives that drive measurable outcomes. It covers change delivery, process redesign, operational readiness and continuous improvement, with both permanent and fixed-term positions available.

Key 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
• Champion the customer and frontline perspective in delivery decisions

Required profile

• Experience leading change, transformation or continuous improvement programs
• Experience applying structured change methodologies
• Process improvement and operational readiness expertise
• Experience working in customer-facing or operational environments
• Ability to balance strategic thinking with practical delivery

Required skills

• Strong stakeholder engagement and influencing skills
• Strong analytical and problem-solving capabilities