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Voice of Customer Experience Designer

3 weeks 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**:
**A unique short-term opportunity now exists for a Voice of Customer (VoC) Experience Designer up to the beginning of August 2025.**

A member of the Voice of Customer team and responsible for implementing a VoC program, this role will manage a comprehensive customer listening program, prioritising and sharing insights to inform organisational decision making and guide improvement initiatives.

The VoC Experience Designer will use 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?**:
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

- Access to annual flu shots, and health checks.
- Work-life balance with flexible working arrangements, including hybrid work options
- Life insurance and salary continuance.
- Additional leave offerings, such as cultural and ceremonial leave and study leave.
- Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
- Opportunity to be part of great initiatives involving the local community.

**We're for everyone**:
Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

**Keen to make an impact?**:
South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.