Planner - Customer Experience Design

1 week ago

Perth, Western Australia Water Corporation Full time

Planner - Customer Experience Design

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127I

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

Organization Brand & Customer Strategy
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Ready to start immediately - seeking expressions of interest for permanent and short-term opportunities
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Work on a well-established Customer Experience Program***-
Exciting time to drive customer outcomes to enable our communities to thrive
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Join a supportive, knowledgeable team on a variety of interesting and challenging projects

About the opportunities


As a Customer Experience Specialist, you will champion a human centred approach and be passionate about fostering a customer centric culture.

You will lead the business in uncovering the needs and interactions that matter most for our customers in the products and services we deliver.

You'll also influence how we prioritise improvements to drive business value, in line with our Customer and Corporation strategies.


If you're someone who likes to tackle complex CX problems, this is an opportunity to bring the real you into work each day.


You'll be joining a high performing team and helping to build upon our successes in delivering value to both our customers and business.

You'll be working alongside other skilled individuals such as insights analysts, business analysts, data analysts and content planners. Plus you'll have a team of other Customer Experience Designers to bounce ideas off.

What to expect:


You'll be working closely with support from our Customer Experience Design team to analyse research insights from a range of data sources, as well as undertaking additional customer research to fill any gaps in understanding.


You'll also:

  • Plan and facilitate design thinking workshops to identify issues, solutions and to synthesise requirements.
  • Plan and facilitate customer research activities and workshops
  • Use human centred design frameworks and methodologies to uncover customer problems and insights
  • Design seamless customer experiences across both physical and digital channels and the map customer touchpoints to capture, measure and improve customer experiences.
  • Establish and deliver service blueprints for key customer journeys and moments that matter, connecting customer interactions to process with key measurements at each point.
  • Use service blueprints to identify customer experience and process improvement opportunities
  • Work closely with customer experience delivery teams to ideate and find solutions whilst focusing on feasibility and viability.
  • Support customer portfolio projects as required, to ensure the customer journey is understood and leveraged
  • Work with delivery teams to develop and test prototypes or pilot new approaches across different services or channels with customers to seek feedback.
  • Guide the implementation of success measures to ensure we're delivering on benefits as well as \ on our corporate objectives

What we offer:

Working in Customer Experience Design brings many benefits.

You'll be working alongside experienced teams of designers and analysts, who'll help you tackle any problems that might surface. The inclusive workplace and mature team environment mean you'll bounce ideas off people, learn and grow.


We'll also provide you with the support and tools to upskill in areas you may be less experienced in, as well as matching you to projects that leverage your strengths.


While you'll be engaging with several stakeholders, you won't be fighting battles trying to persuade people to look at better ways of doing things either.


You'll experience a fine blend of interesting projects and challenging work - and you won't have to work past 6pm every night ensuring you're not behind the next morning.

You'll be based in Leederville but have the option of regularly working from Balcatta too. We support flexible working arrangements including working from home.


When you work for Water Corporation, you'll be part of a team securing Western Australia's water future for generations to come.

You'll contribute to making a memorable and meaningful impact to communities all over WA.

Skills and experience required:

Required skills

  • Proven ability to provide innovative solutions to business problems/processes that leverage technology and/or content to provide market differentiation, efficiency improvements, and better user experience.
  • Strong communication, stakeholder engagement and influencing skills.
  • Ability to drive results and take ownership.
  • Customer focussed and understands customer centricity approaches.
Desirable skills

  • Relevant experience designing high level solutions, concepts and prototypes for customer solutions.
  • Relevant experience in delivering successful customer experience projects and initiatives.
  • Relevant experience in contributing to customer strategy in support of business objectives and customer requirements.
  • Considerable experience with d

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