Medibank

Strategy

• Drive strategic problem solving for our biggest enterprise challenges
• Frame and structure ambiguous problems using best-practice approaches, and lead end-to-end projects
• Generate high impact insights
• Lead junior team members to crack problems using best practice analytical techniques
• Create compelling narratives for Executive, Board, and external investors
• Drive capability development for junior team members, and build broader business owner capability

Senior Strategy Manager

Manager

• Leading a team of 6 workforce planning superstars
• Owning medium–long term forecasting and FTE planning
• Optimising how we schedule, report and run our omni‑channel operations
• Lifting our reporting capability and guiding insights that drive action
• Making sure tools like Genesys, LivePerson and MicroStrategy are working hard for us (experience in these tools would be great, but is not essential)
• Coaching and mentoring your team to be the best in the business

Workforce Planning and Optimisation Manager

Business Analyst

• Lead business analysis activities, eliciting and documenting requirements across diverse technical and operational areas.
• Develop clear scope, specifications, options and recommendations aligned with customer experience, brand and compliance frameworks.
• Translate insights into process maps, logical models and solution designs that support safe, consistent care delivery.
• Collaborate closely with Product Leads, Technology teams and stakeholders to deliver initiatives on time, on budget and to quality standards.
• Support backlog refinement, sprint planning, release readiness and ensure traceability from requirements through to build, test and deployment.
• Contribute to continuous improvement by enhancing workflows, enabling automation and improving UX.
• Build strong cross‑functional relationships, advocating for customer‑centric and operationally feasible design decisions.

Senior Business Analyst – Customer Health Navigator

Data Analyst

• Configure, enhance and administer Protecht modules (Incidents, Obligations, Assurance, Controls, Risks)
• Support system users across Medibank and manage vendor interactions
• Build dashboards and reporting for senior executives and committees (Tableau essential)
• Analyse risk and compliance data to identify trends and insights
• Support process mapping, workflow design and continuous improvement
• Ensure robust data governance and system security within the GRC platform

Risk Data Analyst – GRC

• Lead requirements across telephony, IVR, queues, routing, call flows and configuration
• Define user roles, permissions and operational processes
• Gather reporting and analytics requirements
• Document functional and non‑functional requirements aligned to CCaaS constraints
• Conduct vendor assessment, capability reviews and RFP support
• Drive MVP‑focused simplification to facilitate quick, effective decision‑making
• Ensure alignment across brands, infrastructure and call flow workstreams
• Provide clear, concise impact summaries and contribute to program governance

Senior Business Analyst – Contact Centre Uplift

Account Executive

• Convert both inbound and outbound customer sales leads
• Provide the best Travel insurance options based on customer’s needs
• Conduct needs analysis through effective questioning
• Highlight features and benefits of products
• Handle objections and fund product comparisons
• Build rapport to ensure a positive customer experience
• Provide complete and accurate information following compliance guidelines

Phone Sales Consultant

Customer Support

• Help customers choose the right health cover and services.
• Support them across multiple channels – in-store, over the phone, online, and in the community.
• Build lasting relationships and trust through personalised conversations.
• Solve everyday challenges and share ideas to improve how we work.

Customer Service and Sales Consultant

Data Scientist

• Build predictive models and experiments that unlock insights across customer behaviour, digital channels, and product performance
• Use machine learning, statistical modelling, and cloud‑based experimentation (AWS) to drive improvements in retention, acquisition, cross‑sell and customer lifetime value
• Translate business challenges into analytical solutions that support Marketing, Product, Portfolio, and Channel strategies
• Optimise and scale models through efficient coding, vectorisation, and parallel processing
• Partner with stakeholders across Medibank to embed data science solutions that deliver real impact
• Evaluate new data sources and tools to enhance customer understanding and innovation

Data Science Analyst

• Handle incoming queries via phone, email, fax, and digital channels
• Perform admin and data entry tasks using Microsoft Office
• Liaise with clinical staff and track referrals
• Provide accurate info on Amplar Home Health programs

Customer Care Coordinator

Software Engineer

• Manage enrolment and configuration of corporate and BYO iOS/iPadOS and Android devices using Microsoft Intune (Endpoint Manager).
• Apply and maintain mobile compliance policies, including passcode enforcement, encryption, conditional access, and app protection.
• Maintain and troubleshoot enrolment methods such as Apple DEP/ABM and Android Enterprise (Work Profile / Fully Managed).
• Monitor device compliance and take corrective actions for non-compliant or compromised devices.
• Deploy and update mobile applications via Intune, Apple VPP, and managed Google Play.
• Provide third-level support to staff experiencing issues with corporate mobile phones and tablets.

Mobility Specialist – Workplace Engineering

• Bringing together customer feedback from multiple sources—frontline data and insights, operational metrics, and behavioural trends—to form a holistic picture of customer experience.
• Owning and evolving key measurement frameworks, including NPS‑based metrics (jNPS, cNPS, rNPS) and journey‑level performance.
• Translating complex information into simple, compelling insight narratives for diverse audiences, including senior leaders and cross‑functional teams.
• Partnering with Hubs, Squads and CX Design to ensure customer evidence informs prioritisation, planning, and governance.
• Identifying key customer problems, opportunity areas, and experience drivers through frameworks, dashboards, and recurring reporting cycles.
• Facilitating workshops and working sessions to help teams align on customer issues, agree actions and embed insight‑led thinking.
• Supporting the organisation to build capability in understanding and using customer intelligence in everyday decision‑making.
• Owning customer performance and target setting processes & sharing in key Hub/Squad and exec rhythms.
• Continuously improving how we measure, report, and act on customer experience performance across Medibank.
• Mentor and guide the Senior commercial performance analyst on capacity planning and customer data exploration projects.

Customer Insights Manager

Compliance

• Lead vulnerability remediation across Windows and macOS fleets using Intune and Patch My PC
• Monitor and report on patch compliance and security posture for all managed endpoints
• Utilise the organisation’s DEX platform to identify root causes of endpoint issues
• Proactively address reported problems and optimise overall endpoint health
• Track and report on key DEX metrics to improve user experience
• Ensure endpoint SOE is benchmarked against industry standards and security baselines
• Collaborate with security teams to maintain compliance with organisational policies
• Stay informed on emerging OS features, security updates, and best practices
• Recommend and implement improvements to enhance endpoint resilience and performance
• Work closely with Workplace Engineering, Security, and Infrastructure teams to align strategies
• Provide technical guidance and support for compliance-related initiatives
• Provide 3rd level support and insights into root cause analysis
• Contribute and grow Knowledge Base articles to further empower support teams
• Coordinate, test, and implement IW changes (e.g. software rollouts, policy updates) with minimal business disruption
• Communicate planned changes to end users and stakeholders, ensuring documentation and scheduling align with governance
• Respond to and resolve incidents related to end-user devices, applications, and services using tools like Intune
• Accurately log, prioritize, and escalate issues as needed
• Identify recurring issues, perform root cause analysis, and implement long-term solutions to reduce incident volumes
• Maintain and update knowledge articles and known error records to support faster issue resolution
• Collaborate with the service desk, security, and infrastructure teams to improve the device and user experience
• Provide feedback and suggestions for improving environmental and support practices

Compliance & Experience Specialist

Sales

• Helping customers choose the right cover by confidently guiding them through ahm products and matching solutions to their needs.
• Taking proactive steps to retain customers — understanding their concerns, offering alternatives, and finding outcomes that keep them with us.
• Listening like a pro and solving problems with heart.
• Communicating clearly, kindly, and confidently.
• Thinking on your feet and making smart, customer-first decisions.
• Teaming up with awesome colleagues to share ideas and support each other.
• Spotting ways we can do things better – and helping make it happen.

Customer Specialist – Sales and Retention

• Help customers choose the right health cover and services.
• Support them across multiple channels – in-store, over the phone, online, and in the community.
• Build lasting relationships and trust through personalised conversations.
• Solve everyday challenges and share ideas to improve how we work.
• Work part of a geographically based, cross-functional teams, with a shared goal to build stronger community connections, deepen trust, and deliver more personalised support in your area.

• Help customers choose the right health cover and services.
• Support them across multiple channels – in-store, over the phone, online, and in the community.
• Build lasting relationships and trust through personalised conversations.
• Solve everyday challenges and share ideas to improve how we work.
• Flexible rotating roster working Monday to Friday with some Saturday work. The working hours are between 8am - 8pm with maximum 8-hour shifts.