Customer Experience Designer

Permanent position
- Thrive in your career as you shape WA’s water future
- You'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of a team of more than 4000 solution seekers

**About the role**

As a Customer Experience Designer, you will join a team of designers, dedicated to helping the business uncover what matters most for our customers in the products and services we deliver.

You’ll be working closely with all areas of the business; from operations, to billing, and assets investments to design services that deliver value to our customers, end to end across the customer journey; and from front of line interactions to back-end processes that support best practice customer experience.

It’s an exciting time in our Customer Experience team, as we tackle new challenges to meet the changing expectations of our customers and community. We’re helping the business to solve challenges that are pivotal to delivery of our Customer Strategy; from prototyping ideas for how we keep customers informed of service disruptions to how we support customers experiencing financial hardship.

**What the role will involve**
- Plan and facilitate workshops to identify issues, solutions and to synthesise requirements.
- Use human centred design frameworks and methodologies to uncover customer problems and insights
- Establish and deliver service blueprints for key customer journeys and moments that matter, connecting customer interactions to process with key measurements at each point.
- Design services and service features across both physical and digital channels to uplift customer experiences across some of our priority focus areas
- Work with delivery teams to develop and test prototypes or pilot new approaches.
- Guide the implementation of success measures to ensure we’re delivering on benefits as well as \ on our corporate objectives

**About you**
- Degree level qualification in relevant discipline.
- Proven ability to provide innovative solutions to business problems/processes that leverage technology and/or content to provide market differentiation, efficiency improvements, and better customer experience.
- Strong communication, stakeholder engagement and influencing skills.
- Ability to drive results and take ownership.
- Customer focussed and understands customer centricity approaches.

**Real benefits that matter**
- Work flexibly alongside collaborators, innovators, thinkers and doers to make a difference to lives all over WA.
- You'll get the opportunity to carve a career path as diverse as the different backgrounds, experiences and perspectives of a team of more than 4000 solution seekers
- Hybrid working between locations including Balcatta, Leederville and home
- Real flexibility with options to work from home, flexible work hours
- Two well-being days each year to do whatever you need to do to feel good
- Access to long service leave pro rata after 3 years of service
- Generous co-contribution superannuation up to 13%
- Purchase additional leave of up to 4 weeks

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role.

**Applications close Sunday 26th January 2025**

As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check police clearance and Australian working rights check.

**_
We reserve the right to withdraw this ad prior to the closing date._**

**Our commitment to a diverse and inclusive workplace**:
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

To read our diversity and inclusion statement, please visit our website