Customer Experience Design Lead

1 week ago

Perth, Western Australia Water Corporation Full time

Customer Experience Design Lead

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12OC

Primary Location WA-Perth - Inner-John Tonkin Water Centre - Leederville

Organization Brand & Customer Strategy
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Prominent WA brand and purpose driven organisation
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Well-established and strategic CX team
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12 month fixed term position with hybrid flexi working options

Where can water take you?


Working for Water Corporation means you'll be part of an essential workforce on a very important mission - to secure Western Australia's most precious resource in the face of climate change.


You'll get to work flexibly alongside innovators, creators, thinkers and doers to make a meaningful difference to lives all over WA.


Plus, you'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of our 3500+ people.

Where will water take you? The possibilities are endless.

About the role
We have a fixed term opportunity for a Customer Experience Design Lead.

Working closely with a dedicated customer insights team, this position is integral in enabling the business to deliver on our Customer and Corporate Strategy.


In this role you will lead an experience design team to deliver on our ambition to improve the experiences that matter most to our customers.

This includes championing a customer centric culture, building maturity in key Customer experience (CX) capabilities and a consistent approach to identifying insights and opportunities to improve and manage performance of customer experiences, organisation wide.


Benefits include but are not limited to social clubs, wellness leave, flexible working arrangements, on-site gyms, salary packaging, professional development and learning programs.


What the role will involve

  • In line with the Corporate and Customer Strategies collaborate with the Customer & Strategic Insights and Customer Program & Delivery Manager to create a strategic roadmap of improvements to facilitate end to end customer experiences across the Corporation.
  • Drive use of industry best practice customer experience outcomes and approaches, keeping up to date on future CX trends
  • Influence a customer centric culture in collaboration with Customer Insights to ensure customer understanding helps drive enterprisewide decision making
  • Responsible for establishing and developing the customer experience design practice including human centred design methodologies and frameworks, CX standards and toolsets
  • Lead and collaborate on CX research and service design blueprints to uncover the needs and interactions that matter most for our customers in the services and process we deliver across the business.
  • Collaborate with crossfunctional teams to test and refine design approaches and validate solutions.

Key skills and experience

  • Leadership experience and degree level qualification or equivalent in a digital, IT or customer service/marketing related discipline
  • Considerable experience in designing and delivering successful customer experience initiatives and creating compelling customer journeys
  • Demonstrated management/ownership of experiences in a complex organisation
  • Substantial knowledge of and experience using user/human centred design and design thinking to optimise customer experiences
  • Considerable experience in using insights to drive prioritisation, influence decision making and customer solutions
  • Proven skills in communicating complex concepts and the promotion of evidence based decision making.

Does this role sound like your next career move? If yes, apply
Please submit a covering letter and resume that best demonstrates your ability to meet the requirements of this role.

Applications close 7th August 2023


As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

The primary location for this position is Leederville, however flexible work arrangements apply.

You can also expect to spend time with our teams in Balcatta or other Water Corporation locations through the delivery of your work.


We reserve the right to withdraw this ad prior to the closing date.

Our commitment to a diverse and inclusive workplace:
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

To read our diversity and inclusion statement, please visit our website

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