Telstra has laid out ambitions to “restore and reignite” its retail NBN business, bringing several internal teams together under a new head of NBN role.
The head of NBN will sit within the telco’s consumer and small business division (formerly known as Telstra retail).
They will lead an internal team of up to 33 people and be responsible both for maximising migration opportunities through to 2020, as well as customer retention to maintain market share.
“With NBN migration set to peak in 2018-2020, the team is required to lead customer migration via localised analytics throughout the NBN migration and disconnection lifecycle,” Telstra said.
“The team will build specific migration and sales action plans to ensure Telstra achieves its market share of NBN.
“It is also accountable for managing customer retention on the NBN supporting the consumer and small business fixed products team, the whole of home and whole of business teams.”
The team is also expected to “address customer migration pain points/complaints and service failures, and lead remediation program/s for offers placed in market".
Excluding Sky Muster, Telstra has consistently reported having around 50 percent of the NBN market.
Last week, Telstra said it would upgrade around 850,000 NBN customers from 25Mbps services to 50Mbps services “at no additional cost”, and also promised better modems for new sign-ups.
“The speed upgrades and Telstra smart modem rollout are part of our plans to provide the best possible experience for customers on the NBN,” the telco said in a blog post.