Customer Advocate and Experience Manager

7 months ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
At South East Water, we believe in putting our customers at the heart of everything we do As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen

As a senior leader of the Customer Experience group, you will ensure the delivery of our customer, community, employee and shareholder outcomes through leadership of your team and actively contribute towards effective leadership of the Customer Experience group as a whole.

The Customer Advocate & Experience Manager will provide dynamic and forward-thinking leadership to deliver a progressive experience that meets the evolving needs and expectations of our customers and the communities we serve. Some of the key accountabilities will include the following:

- Leading the effective resource, budget management and future skill and capability development of the Customer Experience team.
- Fostering strong relationships with external networks to gain deep insights into emerging trends related to challenges and risks impacting customers.
- Formulating a comprehensive Advocacy Action Plan.
- Championing customer advocacy through the active participation in advisory and working groups both within the sector and beyond.
- Designing, delivering and embedding safety by design principles, ensuring processes are designed with the safety of customers in mind from the beginning.
- Actively contributing to and promote a customer centric culture through various initiatives including a customer champions model.
- Partnering closely with other teams at SEW to deliver a community engagement program.
- Utilising Voice of Customer (VoC) data and segmentation insights to strengthen customer experience.
- Conducting comprehensive journey and empathy mapping across core customer experiences.

**Who are you?**:
Your pragmatic and empathetic approach will ensure that you can adequately balance organisational objectives, whilst keeping customers and the community we serve at the forefront of every decision.
- Deep understanding of challenges impacting vulnerable members of the community and proven success in implementing strategies to improve outcomes for vulnerable customers.
- Developing and implementing safety by design.
- Understanding of customer data, with the ability to analyse and convert insights into measurable and meaningful actions.
- Project management experience and strong business and commercial acumen.
- Broad understanding of the water sector and economic regulatory frameworks would be advantageous.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:

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