Optus has appointed Teresa Corbin as Chief Customer Advocate, a new role reporting to Chief Executive Officer Stephen Rue. The role has been created to provide independent advice to the Optus Executive and to embed the voice of customers more deeply and consistently across Optus’ decision-making.
The Chief Customer Advocate will strengthen how customer insights inform how the company operates, designs services and delivers outcomes.
Rue said Corbin will act as a strong advocate for all Optus customers, with a particular focus on supporting customers experiencing vulnerability.
Optus Chief Executive Officer Stephen Rue said: “Teresa is a respected consumer advocate and brings deep experience in customer advocacy and telecommunications policy. She spent more than a decade at the Australian Communications Consumer Action Network (ACCAN), including as Chief Executive Officer, and was most recently Chief Customer Advocate at Telstra.”
“Listening to our customers and acting on what we hear is essential to building confidence and trust in Optus.
“We know we haven’t always delivered the service and experience our customers expect or deserve, and we understand the impact that has had on them.
“Teresa has a clear mandate to champion the customer voice across Optus, ensuring customer insights are heard early, loudly, clearly and consistently – and that they meaningfully inform how we operate, how we design products and services, and how decisions are made.”
Teresa Corbin said: “I’m excited to be joining the Optus team in this new role, and I’m looking forward to helping embed customer advocacy into Optus’ day-to-day operations.”
“Listening to customers is the first step to understanding what matters most to them. As Chief Customer Advocate, I’ll be focused on getting more customer-centred outcomes across the business.
“Customer Advocates are an internal voice holding businesses to account, so they understand how to apply fairness and responsible business practices, I am so excited to be Optus’ first Chief Customer Advocate.”
The role is part of a larger program of work underway at Optus to strengthen governance, accountability and improving decision‑making to deliver on our purpose and embed a culture that puts customers at the centre of what we do and how we operate.
Corbin will commence in the role in October.
