General Manager Customer Experience
1 month ago
Leadership position driving operational excellence in customer journey
- Work with a collaborative and passionate Managing Director and executive peer group
- Champion organisational and sector wide customer projects and strategies.
South East Water is a government owned utility service entrusted to deliver essential water and sewerage services to 1.77 million people within the south eastern corridor of Melbourne. Committed to their strategic vision to help people live well and create a better and more sustainable future, the organisation innovates with purpose and acts with care to deliver healthy water for life. This passion for innovation and learning is how South East Water have built a reputation as one of Australia's most progressive and vibrant utilities.
Fresh thinking and collaboration are at the heart of the organisation, and as such South East Water are seeking an outstanding executive for the position of General Manager Customer Experience. As a member of the Executive team reporting to the Managing Director, this role delivers on South East Water’s vision and purpose by leading the organisation’s delivery on customer strategy and experience. This role plays a broader leadership role ensuring organisational culture is outwardly and future focused, consistently adapting to customer needs.
The General Manager - Customer Experience will have responsibility for Affordability and Payments/Billings, Customer Contact and CX Strategy, Insights and Experience. This critical role will lead the design and implementation of SEW’s customer strategy, ensuring it accurately captures the diverse needs of SEW’s customer base, while leveraging customer research and global best practice to deliver leading customer service outcomes. They will lead the teams that deliver services to South East Water’s consumers, driving excellent service with a focus on continued improvement and supporting and developing our customer service teams. They will ensure a positive and supportive experience for all our customers through their journey with us.
You are a customer champion, with significant experience in the delivery of enterprise-wide consumer outcomes. As a strategic leader, you build collaborative and high performing teams, whilst leading through change to deliver digital projects and initiatives. You will have experience in supporting a diverse customer base, cognisant of hardship and social disadvantage. You have managed complex service delivery such as customer service, contact centres and billing, with an ability to deliver on and work with requirements from the community, government, industry and regulators. With a continuous improvement mindset, you have a passion for delivering exceptional customer experience outcomes and value to the community.
To apply, please upload your CV (note a covering letter is not required).
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