Customer Experience Project Manager

1 week ago

Frankston, Australia South East Water Full time

Who are we?

We're here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role

At South East Water, we believe in putting our customers at the heart of everything we do As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen

A member of the wider Customer Experience Group, the Customer Experience (CX) Project Manager will provide project and change management expertise in order to deliver key transformation initiatives across Customer Experience to support the delivery of our customer outcomes.

Some of the key accountabilities of the role will include, but are certainly not limited to:

  • Providing deep project and change expertise to enable the delivery of key transformation initiatives
  • Leading the development and delivery of detailed project plans and roadmaps, as well as comprehensive change management plans.
  • Provide end to end project management leadership ensuring effective project government practices and project benefits are measured and realised
  • Provide sound technical expertise and advice across the Customer Experience group and leverage expertise to inform recommendations and influence decision-making aligned with project objectives.
  • Ensure quality management practices are adopted through effective documentation of work practices, procedures and policies.
  • Actively contribute to a culture that supports achievement of our customer outcomes of trust, brand and reputation.

Who are you?

You'll possess relevant tertiary qualifications in project management, business administration or other related field and possess a minimum of five years' experience working in a large, complex government or corporate organisation delivering department and organisation wide change and transformation projects.

Armed with extensive project and change management expertise, ideally having led the delivery of projects across systems, processes, technology and people streams, you'll also hold qualifications in lean six sigma or other related project/change management methodologies.

With a passion for and a strong understanding of customer data, you'll relish in being able to analyse and convert insights into measurable actions. Your strong communication skills and stakeholder management experience will mean that you're able to influence and achieve optimal project, business and customer outcomes.

What's in it for you?

  • A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
  • 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
  • A range of benefits, including free on-site parking and cultural leave.
  • A great culture working in collaborative teams with strong work ethics.
  • Career focused learning and development opportunities.
  • The opportunity to be part of an organisation committed to environmental initiatives.
  • Enjoy modern office facilities with panoramic beachfront views.

We're for everyone

We do meaningful work, but how we do it is just as important. We're here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it's our people's collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we're all different, we still share a common goal to deliver healthy water for life.

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact:

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 16 June 2024

Visit to learn more about us and how we serve our customers.

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