Head of Customer Experience

5 days ago

Hobart, Australia Davidson Group Services Full time

Position TasWater as a leader amongst service providers
- Lead organisation-wide customer experience programs
- Highly visible role influencing all parts of the organisation

TasWater is Tasmania’s sole water and sewerage provider and a major employer with high impacts on the economy, environment, and well-being of the state. We deliver essential services to more than 430,000 customers - 24 hours a day, 7 days a week, 365 days a year. Employing more than 900 staff, we are a values-driven organisation striving to achieve the vision of “being trusted, respected and making a positive difference in Tasmania”. We are entering an exciting period of change and developing our workforce of the future, leading to the creation of a new role: Head of Customer Experience.

Reporting to the Executive General Manager Customer and Community, the Head of Customer Experience will lead the ongoing development and implementation of customer experience strategies for the organisation. Working in a complex and ever-changing environment, you will be responsible for defining the agenda for the customer improvement program, working with senior stakeholders across the business to deliver the program, modernising the organisation’s digital service presence (including designing the front-end experience), and standing up a Customer Hub, among other improvements in people, process and technology that the organisation is looking to implement. A dual strategic and transformation role, the Head of Customer Experience will involve large-scale change management and bringing internal and external customers along on the journey towards best practice.

To be successful in this role, you will have a track record of developing and implementing future-focused customer experience strategies, with demonstrated ability to lead, motivate, and influence across a large organisation. You will actively participate as a senior leader in the organisation, championing culture change and strategic direction for the department, and bringing other parts of the organisation along on the journey. You will have high EQ and be skilled at influencing and winning the confidence of individuals and the organisation. Alongside your exceptional people-skills, you possess the strategic mind and forward-thinking mentality required to position TasWater as a leader amongst service providers in the CX space.

Please note that this role can be based in either Launceston, Hobart, or Devonport.

To apply, please upload your CV (note a covering letter is not required). For any questions or a confidential discussion, please contact Christopher Hughes from Davidson on 0431 861 230.

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