nbn Chief Executive, Bill Morrow, has announced changes to the company’s Executive Committee aimed to improve its business segment and customer experience.
Mr Morrow said, “In order to continue our success in the next phase, our focus on improving customer experience is critical. Strong headway is being made across the industry but as we further transition to an NBN-enabled nation we know there is more to be done.”
Noting the increasing momentum of this changing digital landscape, Mr Morrow said the nbn organisation changes announced were driven by:
- The NBN access network is rapidly approaching the halfway built mark with the weekly Ready For Service volume rate near the peak required to complete the build by 2020
- Active end users are at scale and require an industry-wide lift in experience across all touch points
- Near one billion dollars of future annual revenue will potentially come from the business segment and this requires a fundamentally different Go-To-Market strategy to that which nbn has applied for the residential segment
- Network and IT technology is converging at an escalated pace and requires a uniform and integrated approach to introducing new functionalities
- nbn’s organisation model needs to ultimately evolve from ‘network build’ to ‘network operate and optimise’ with a far greater emphasis on customers, both RSPs and end users.
Mr Morrow said is confident in nbn’s ability to organise around the next phase of priorities and is pleased the company has such strong and diverse talent to bring fresh thinking and proven expertise to its executive leadership.
Reporting to the CEO, Bill Morrow, effective from 1 July 2017:
- John Simon, Chief Customer Officer – Business, to lead the Business Sales and Marketing department until his retirement in the first half of 2018. Mr Simon, nbn’s longest standing executive member, came out of retirement in early 2013 when he joined the company to lead the Product, Marketing and Sales department. He has agreed to extend his stay to help establish this new standalone department
- Brad Whitcomb, Chief Customer Officer – Residential, to lead the Residential Sales and Marketing department after three years leading Strategy, Transformation, Regulatory and Technology
- Kathrine Dyer, Chief Network Deployment Officer, to be promoted to the Executive Committee to lead the construction of the remaining portion of the network with the newly formed Network Deployment and Planning team
- Peter Ryan, Chief Network Engineering Officer, to lead the newly formed Network Engineering and Operations team comprising the combined Network Service Operations department and the Network Performance Engineering team
- John McInerney, Chief Systems Engineering Officer, to lead the newly formed Systems Engineering and Operations team, comprising the existing IT team combined with the network engineering team, focused on the delivery of new network functionality
- JB Rousselot, Chief Strategy Officer to lead Strategy, Transformation, Regulatory and Technology after two years of establishing and leading Network Service Operations
- Karina Keisler, Chief Corporate Affairs Officer, to be promoted to the Executive Committee and will continue to manage the company’s reputation leading External Affairs, Government Relations and Employee Communications. Ms Keisler will take on the additional responsibility of nbn-Local, a newly formed group focused on national industry stakeholders and local relationships in remote and regional Australia
- Justin Forsell, Chief Legal Counsel to continue to lead the Legal & Security department
- Maree Taylor, Chief People and Culture Officer, to continue to lead People & Culture
- Stephen Rue, Chief Financial Officer, to continue to lead Finance, Procurement & Supply