Voice of Customer Experience Designer

4 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**:
The VoC Experience Designer will form part of the Voice of Customer team and will be responsible for implementing a VoC program and managing a comprehensive customer listening program, prioritising and sharing insights to inform organisational decision making and guide improvement initiatives.

The VoC Experience Designer will utilise actionable insights from the VoC program, planning and delivering design research/customer research, facilitation, insight synthesis, ideation, customer journey mapping, service blueprinting and delivery of experience/customer experience/human-centred design initiatives as outlined by the Voice of Customer program.

Some of the more tangible accountabilities include, but are not limited to the following:

- Conduct customer research to understand experience and perception to uncover pain points and opportunities.
- Manage and/or participate in projects focused on enhancing customer experience.
- Produce CX artefacts, including customer journey maps, experience maps, service design blueprints.
- Craft reports based on both quantitative and qualitative data from diverse sources.

**Who are you?**:
Some of the key skills, knowledge and experience required for this role include, but are not limited to, the following:

- Tertiary qualification in service design, customer experience design or relevant discipline. A qualification and/or experience in community engagement would be considered advantageous.
- Three years' experience with demonstrated ability in delivering human-centred design / customer experience design / service design work across a range of sectors and organisations within a VoC Program.
- Strong oral communication and high-level written skills and the ability to communicate effectively with a broad range of stakeholders.
- Excellent relationship building and stakeholder management skills.
- Proven research experience, including literature review, qualitative, and ethnographic methodologies, and using other related data sets to determine customer preferences and trends.
- Well-developed facilitation, communication and story-telling skills, as well as experience in conducting workshops with external stakeholders and customers, employing suitable techniques as necessary.
- Proficient experience and understanding of data analysis and research techniques, with experience in digital experience measurement techniques and testing.

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

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
- 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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