Manager Customer Experience

4 weeks ago

Melbourne, Australia Melbourne Water Full time

**Job Number**:

- 978193

**Work type**:

- Permanent Full Time

**Location**:

- Melbourne - Docklands

**Categories**:

- Communications, Education & Marketing

**Our Organisation**:
At Melbourne Water we love water and love life. What we do makes a vital contribution to Melbourne’s famous lifestyle. We achieve this by supplying high quality drinking water, providing outstanding sewerage services, integrating drainage systems, building resilience to flooding and by enhancing our waterway and land for greater community use. At Melbourne Water, we are in the ‘Decade that Matters’ and we’ve got some ambitious goals to achieve. It’s a pride we share in helping to make greater Melbourne a fantastic place to live.

**The Role**:
Reporting to the Head of Customer Focus, the Manager Customer Experience will oversee the design, development and implementation of customer experience initiatives and the supporting processes in line with Melbourne Water’s Customer & Community Strategy. Furthermore, you will provide thought leadership to a team that works with the business using customer research and insights and understand moments that matter, to implement, manage and embed Melbourne Water’s customer initiatives and culture that will drive enhanced experiences and services for our customers and community.

This will be achieved through:

- Leading the Customer Experience Team to enhance customer focussed culture across the business, in line with Melbourne Water’s Customer & Community Strategy and Strategic Goals.
- Using customer research and insights to drive continuous service/business improvement and establish effective measures for customer initiatives.
- Working closely with the business to drive the development, delivery and implementation of customer experience initiatives (people, process, systems), using customer insights to ensure deliverables are measurable and focussed on customer needs.
- Leading the delivery of customer governance cross the business, including overseeing the development and delivery of Customer Improvement Plans.
- Actively contributing to building a strong team culture with a clear focus on the delivery of planned outcomes and the continual development of capabilities of the team.

**Your Skills and Experience**:

- Experience and leadership expertise gained through a senior management position within the Customer Experience space
- High energy to take action and drive business results
- Ability to lead change and communicate with a diverse range of stakeholders
- Excellent project management skills
- High level communication, relationship management, negotiation and influencing skills

For more information, please see the attached Role_Mandate.

**Culture at Melbourne Water**:
We take enormous pride in cultivating a culture that holistically benefits our team and the wider Melbourne community. The pillars of our culture are based on Flexibility, Impact, Growth & Development, and People.
- We are committed to flexible working in a variety of manners including hybrid work, varied start/finish times, purchased leave, part time work, and 9-day fortnights. We understand that Melbourne Water and our customers are benefitted by enabling balance in work and life.
- Make an impact as part of a passionate team doing meaningful work to enhance life and livability in Melbourne.
- We relish learning and challenging the status quo for continuous growth. Perpetual and varied opportunities for learning and development are offered in a variety of manners - from formal development programs, digital learning content and lunch & learns; to visiting our sites and getting to see our initiatives and projects first-hand.
- People are the foundation for all that we do. Our people are warm, welcoming, and inclusive.

How to apply

Closing date: 7th August 2023 at 11:55pm AEST

**Advertised**:
24 Jul 2023 AUS Eastern Standard Time

**Closing**:
07 Aug 2023 11:55 PM AUS Eastern Standard Time

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