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Customer Experience Project Manager

2 months ago

Frankston, Australia South East Water Full time
About the Role

We are seeking a highly skilled Customer Experience Project Manager to join our team at South East Water. As a key member of our organization, you will play a critical role in supporting the translation of customer experience strategic goals into outcomes.

Key Responsibilities
  • Project Governance: Establish and maintain project governance frameworks to ensure effective project management and delivery.
  • Stage Gate Processes: Monitor and enforce stage gate processes to ensure projects meet critical milestones and quality standards.
  • Data-Driven Insights: Provide data-driven insights and recommendations to support the line manager and broader CX leadership team in prioritizing and selecting projects.
  • Project Artefacts: Guide and support team members in establishing and maintaining consistent project artefacts, including charters, plans, and status reports.
  • PMO Meetings: Lead and facilitate PMO meetings, ensuring effective communication, decision-making, and issue resolution.
  • Risk Management: Identify, assess, and support line manager with managing project risks, escalating issues as necessary.
  • Stakeholder Management: Build and maintain strong relationships with key stakeholders to ensure project success and alignment with business needs.
  • Project Dashboards: Develop and maintain project dashboards and reports to provide clear visibility of project status, risks, and performance against strategic goals.
Requirements
  • Relevant Qualifications: Relevant tertiary qualifications in project management, business administration, or other related field.
  • Experience: Minimum of 3 years' experience working in a large, dynamic, and ideally regulated organization, delivering improvement and change initiatives.
  • Project Management Frameworks: Extensive experience in embedding project management frameworks, establishing stage gates, associated artefacts, and governance while balancing cost, returns, and risks.
  • Change Management: Experience in change management methodology and principles with proven ability to implement effective change management plans.
  • Lean Six Sigma: Experience in lean six sigma or other relevant project/change management methodologies.
  • Customer Data: Understanding of customer data with the ability to analyze and convert insights into measurable and meaningful actions.
  • Stakeholder Management: Stakeholder management experience with the ability to influence effectively to achieve optimal project, business, and customer outcomes.
  • Communication Skills: Strong written and verbal communication skills with proven experience developing comprehensive project plans, roadmaps, business cases, and executive, committee, and board papers.
What We Offer
  • Flexible Working Arrangements: A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
  • Parental Leave: 15 weeks paid parental leave for all parents and paid super on unpaid parental leave.
  • Benefits: A range of benefits, including free on-site parking and cultural leave.
  • Culture: A great culture working in collaborative teams with strong work ethics.
  • Learning and Development: Career-focused learning and development opportunities.
  • Environmental Initiatives: The opportunity to be part of an organization committed to environmental initiatives.
  • Office Facilities: Enjoy modern office facilities with panoramic beachfront views.