Apply Now: Manager Customer Experience

About the Company

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we’re focused on understanding and meeting our customers’ expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact, and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

About the job

As the Manager for Customer Experience at SA Water, you will play a pivotal role in shaping and driving customer-focused strategies and projects that enhance the experience for the customers, community and stakeholders we serve.

The role is responsible for leading initiatives that improve service delivery, streamline customer journeys, and ensure customer needs and expectations are at the heart of decision-making. While overseeing the design and implementation of programs that improve our customers experience, on a daily basis you will build trust and deliver measurable improvements in customer satisfaction. Working closely with internal teams and external partners, you will provide leadership, insight and direction to ensure SA Water consistently delivers high quality, reliable and responsible services aligned to our vision of delivering trusted water services for a sustainable and healthy South Australia.

About the Person

The ideal person for the Manager Customer Experience role will have proven experience leading customer experience functions within complex and regulated environments, where balancing compliance with customer needs is critical.

You will have proven expertise in customer research and insights, with an understanding of data governance, analytical methodologies and customer data principles. You will be adept at applying quantitative and qualitive research techniques, interpreting complex datasets and transforming insights into targeted initiatives that optimise customer journeys. Your ability to embed robust data practices into customer experience strategies will ensure decisions are evidence-based, measurable and aligned with regulatory and organisational requirements.

With a track record of gaining buy-in across diverse business areas, you are adept in influencing stakeholders, building strong relationships, and driving customer-first culture. Your ability to navigate complexity, manage competing priorities, and embed customer experience principles into strategies and operations will position you as a trusted leader who ensures the voice of the customer is central to decision-making.

About Customer, Community and Engagement

The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.

In addition, your responsibilities will include:

Fostering trust with our people, customers and community by providing expert advice and service that ensure we effectively communicate and engage audiences with our business strategy and its delivery across South Australia, every day.

You will:

- Ensure business plans are developed to achieve strategic priorities and performance goals of team members are aligned, ensuring accountabilities are clear and that direct reports have the direction needed to deliver value for the business.
- Drive and direct customer research activities to track customer and community sentiment, inform strategy and business plan development and enhance service delivery.
- Develop insights based on our research in customer satisfaction, brand health and trust to enable the business to make data driven decisions.
- Responsible for interpreting the Corporate Strategy into planned initiatives that improve customer experiences.
- Oversee the data and analytics function for the organisation to enhance data governance practice and provide analytical tools to improve customer outcomes.
- Ensure customer intelligence and insights are communicated and used to drive improvement initiatives across the organisation leading to enhanced customer satisfaction.
- Work collaboratively to influence the broader business to operationalise customer intelligence.

Your success in this role will come from:

- Relevant tertiary qualifications in business management or related discipline or significant equivalent experience.
- Demonstrated ability to lead teams, including setting priorities, managing workloads as well as mentoring and development of people.
- Advanced written and verbal communication skills, including the ability to develop and maintain strong working relationships both inside and outside of the organisation.
- Knowledge of customer service processes and systems required in a customer centric organisation.
- Knowledge and understanding of customer service best practice as it relates to customer experience.
- Demonstrated ability to develop and promote tailored solutions to meet customers’ needs.
- Demonstrated ability to evaluate research and provide insights for business decision making.
- Ability to work under pressure to meet multiple deadlines with limited direction.
- Experience in service delivery design and implementation.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

SA Water is an equal opportunities employer and welcomes applications from all qualified candidates.

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