Customer Experience Design Planner

4 months ago

Perth, Australia Water Corporation Full time

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

**Organization** Brand & Customer Strategy
- ** Thrive in your career as you shape WA’s water future**:

- **Permanent position**:

- **Based in Leederville with flexible working opportunities.**

**We all have a connection to water**

As the world’s largest utility by land mass, we deliver essential water services to Western Australians across 2.6 million square kilometres. We strive to work harmoniously with both nature and our communities to conserve our state’s most valuable resource - for today, and for generations to come. We’re looking for designers who can help us shape the future experience of our customers, so together we can shape WA’s water future.

***

**About the role**

As a Customer Experience Designer, you will join a team of designers, dedicated to helping the business uncover what matters most for our customers in the products and services we deliver.

You’ll be working closely with all areas of the business; from operations, to billing, and assets investments to design services that deliver value to our customers, end to end across the customer journey; and from front of line interactions to back-end processes that support best practice customer experience.

It’s an exciting time in our Customer Experience team, as we tackle new challenges to meet the changing expectations of our customers and community. We’re helping the business to solve challenges that are pivotal to delivery of our Customer Strategy; from prototyping ideas for how we keep customers informed of service disruptions to how we support customers experiencing financial hardship.

***

**What the role will involve**
- Plan and facilitate workshops to identify issues, solutions and to synthesise requirements.
- Use human centred design frameworks and methodologies to uncover customer problems and insights
- Establish and deliver service blueprints for key customer journeys and moments that matter, connecting customer interactions to process with key measurements at each point.
- Design services and service features across both physical and digital channels to uplift customer experiences across some of our priority focus areas
- Work with delivery teams to develop and test prototypes or pilot new approaches across different services or channels with customers to seek feedback.
- 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 well understood, and the benefits to the customer, are realised
- Guide the implementation of success measures to ensure we’re delivering on benefits as well as \ on our corporate objectives

**Key skills and experience**
- Degree level qualification in relevant discipline.
- Proven ability to provide innovative solutions to business problems/processes that leverage technology and/or content to provide market differentiation, efficiency improvements, and better customer 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 design thinking and agile development processes and methodologies with a strong focus on human centred design, ideally in a large and complex organisation.

**Benefits that matter because you do**

**Boundless variety**
- Work flexibly alongside collaborators, innovators, thinkers and doers to make a difference to lives all over WA.
- You'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of a team of more than 4000 solution seekers
- Hybrid working between locations including Balcatta, Leederville and home

**Benefits to support real life balance**
- Real flexibility with options to work from home, flexible work hours
- Two well-being days each year to do whatever you need to do to feel good
- Access to long service leave pro rata after 3 years of service
- Generous co-contribution superannuation up to 13%
- Purchase additional leave of up to 4 weeks

**Applications close Friday June 21**st**

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

**Bring your whole self to work**

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

As part of the recruitment process you ma

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