Manager Customer Strategy

In Melbourne, water is essential to our way of life.

As caretakers for Melbourne's water cycle, we care for water, life, and land throughout Melbourne: both its people and its biodiversity.

Each time you drink from the tap, flush a toilet, run through a backyard sprinkler, or kayak down the Yarra we're there. Primed and ready, quietly delivering some of the world's cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.

If you value making it count, diving in with curiosity, and doing what's right, you're in the right place.

Reporting to the Head of Customer Focus, this pivotal role is required to design and embed our customer value proposition and for the development and delivery of Melbourne Water's customer program and innovation agenda. You will drive initiatives that enhance customer experience, satisfaction, and engagement

Working collaboratively across the organisation, you will identify improvement opportunities, pilot innovative technologies, and ensure the business connect with, champion and deliver customer-centric performance improvement.

The role is responsible for developing strategic plans, managing continuous improvement programs, and representing the voice of the customer. You will:

• Promote a customer-first culture by working with leadership to embed customer centricity, pilot emerging technologies, and drive continuous improvement in customer programs and services.
• Build key business relationships to drive engagement with internal teams to streamline processes, integrate new tools, and support a culture to improve customer service performances.
• Mentor, coach, and develop a team, focused on improvement initiatives aligned to strategy, frameworks, innovation, engagement and fostering a collaborative and customer-centric environment.
• Advocate for customer needs at the executive level, influence senior leadership, and ensure customer outcomes are built into business decisions and strategic change initiatives to improve service performance.

For more information, please refer to the attached Role Mandate

• Experience in senior management, especially leading customer-focused functions in complex or highly regulated environments.
• Ability to influence senior leaders, drive and embed positive customer outcomes, and lead new innovative initiatives across the organisation.
• Demonstrated expertise in developing strategy/frameworks and applying evidence-based, human-centered design principles to drive organisational change.
• High-level engagement, communication, relationship management, negotiation, and influencing skills.
• Ability to collaborate with internal teams and external stakeholders, including industry bodies and delivery partners, to drive innovation and share best practices.
• Ability to drive a collaborative, customer-centric culture and provide coaching to build expertise in customer insights and innovative approaches.
• Tertiary or postgraduate degree in Business Management or a related area.

If you are passionate about leading change, delivering strong relationship engagement, building capability, and delivering outstanding customer outcomes we encourage you to apply.

At Melbourne Water, we care deeply about water and the life it sustains.

Our team is inspired by passion and purpose, with an unwavering commitment to safety. We are on a mission to protect every Melburnian's way of life, one drop at a time.

We don't just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning flows through everything we do. We're dedicated to doing what's right, and this commitment extends to the meaningful work we do in a supportive and inclusive culture that encourages you to make the most of your talents.

Our long-standing commitment to Diversity, Inclusion, and Belonging means that Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, Neurodivergent Individuals, people living with disability, mature age and young jobseekers from all cultures can apply with confidence knowing they are safe, affirmed, and celebrated.

If you're curious, action-orientated, outcomes-focused, and passionate about public resources, community, and the environment, we'd love to receive your application and learn if you could be a great fit.

Click the 'Apply Now' button below and complete our online application form.

Closing date:  Thursday October 23rd at 11:55pm AEST