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Customer Experience Design

2 months ago

Adelaide, South Australia SA Water Full time
About the Company

SA Water is a leading provider of water services in South Australia, serving over 1.8 million customers. Our mission is to deliver reliable and trusted water services that support the health and prosperity of our community.

About the Job

The Customer Experience Design & Delivery Lead plays a critical role in enhancing SA Water's customer service excellence. This position involves collaborating with customers and teams to leverage insights and feedback, leading the design, implementation, and delivery of customer experience initiatives.

Key Responsibilities:
  • Lead the design, development, and delivery of customer experience improvement projects across all channels
  • Develop and manage project plans and delivery with a focus on customer experience
  • Report outcomes from customer experience projects, including usability testing, research and insights, customer journey maps and service blueprints
  • Provide specialist human-centred and universal design support across the business
Requirements:
  • Formal qualifications in customer experience design / service design, process improvement, market research, UX, or equivalent experience
  • Demonstrated ability to work autonomously and lead customer service improvement delivery projects
  • Highly developed presentation and written skills and the ability to influence outcomes for customers
  • Experience designing and delivering customer experience improvement programs in a large multidisciplinary organisation
About the Role

This is an exciting opportunity for a customer experience professional to join SA Water's team and contribute to making a meaningful difference in the lives of our customers and communities statewide.

We are committed to creating a diverse and inclusive team that reflects the community we serve. We encourage applications from everyone, including people living with disability, job seekers of all ages, members of the LGBTQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.