Senior Customer Journey Designer

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia's largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation for all.

We are also proud of the role our customers will play in driving the clean energy transition through their uptake of sustainable energy solutions in their homes, businesses and community.  Behind-the-meter technologies (solar, battery storage, EV's, heat pumps, home appliances) and orchestration through a virtual power plant, will optimise energy consumption, reduce consumer costs and enhance sustainability, and we are excited by our ability to offer these solutions.

About the Role

As Senior Customer Experience Designer, your main purpose is to shape and enhance the end-to-end customer experience across our products and services. You'll be responsible for developing a deep understanding of our customer's behaviours, mapping journeys, validating experiences through user testing, creating service blueprints that guide seamless delivery, and working with business and technology teams to support delivery.

The role will be pivotal in collaborating and gathering insights from SMEs across the organization, utilising research & data to understand both current state journeys whilst also forming a view of what the future state possibilities are.

Key aspects of the role include (but aren't limited to):

• Evaluation and analysis of current state customer jobs, customer NPS, previous research, digital pathways, contact centre, chat, website analytics in order to understand and document current state journeys and customer pain points.
• Creating personas, behavioural archetypes, and service blueprints to guide delivery and uplift experience.
• Collaborating with internal SMEs, transformation teams, and external vendors to ensure customer journeys reflect real needs and future capabilities.
• Validating designs through user testing, analytics, and feedback loops.
• Provide guidance, education and mentorship to the transformation delivery teams, Customer business unit and other stakeholders on what it means to have a customer-led mindset.

About You

You're likely working in a senior CX, service design, or human-centred design role, ideally within a complex, regulated industry. You're a strategic thinker with a collaborative mindset and a passion for designing experiences that make a real difference.

We're open-minded about the ideal candidate, but some things we're keen on include:

• Demonstrated significant experience in customer experience design, journey mapping, or service design, or significant experience in these areas and experience in a business analysis/process design role.
• Extensive experience in designing and delivering customer journeys for complex programs of work (transformation program experience highly favourable).
• Strong proficiency with relevant tools/platforms such as Miro, Jira, Confluence, SharePoint and testing platforms (e.g. ).
• A customer-led mindset and the ability to coach others in best-practice design thinking.
• The curiosity to dig deep into data, systems, and customer insights — and the courage to challenge the status quo.
• Familiarity with the latest trends in industry market trends, customer experience, human-centered design and AI best-practice.
• Exceptional organisational skills and attention to detail, with the ability to think strategically and execute tactically.

Why Us? 

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that's when we're at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Here are a few ways we support our team:

• Employee discounts on electricity and gas, plus savings on major brands and products.
• 20 weeks' paid parental leave – completely gender-equal.
• Energise Program – flexible working that's team-centric, enabling teams to agree and succeed together.
• Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year.
• Supportive leaders and a down-to-earth culture where you can be your authentic self.
• A team and organisation that truly supports hybrid working / flexible working (this is not an on-site role).

If you're ready to 'light the way' in your career, click 'Apply' to submit your confidential application. Please note this is a 12-month fixed-term contract opportunity.