CX PMO Specialist

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

The Customer Experience PMO Specialist will support with translating customer experience strategic goals into outcomes by establishing project governance, maintaining stage gates, supporting data-driven project selection decisions, and providing oversight to management team. This role will also guide and support other team members with establishing and maintaining essential project artefacts to drive successful project execution.

Some of the key accountabilities include, but are not limited to:

• Supporting the development and implementation of the project management framework
• Monitoring and enforce stage gate processes to ensure projects meet critical milestones and quality standards
• Providing data-driven insights and recommendations to support the line manager and broader CX leadership team in prioritising and selecting projects.
• Offering guidance and support to novice team members in establishing and maintaining consistent project artefacts, including charters, plans, and status reports.
• Leading and facilitating PMO meetings, ensuring effective communication, decision-making, and issue resolution.
• Identifying, assessing, and supporting line manager with managing project risks, escalating issues as necessary.
• Building and maintaining strong relationships with key stakeholders to ensure project success and alignment with business needs.
• Developing and maintaining project dashboards and reports to provide clear visibility of project status, risks, and performance against strategic goals.

Who are you?

In order to be considered for this new role, candidates will need to possess the following key skills, knowledge and experience:

• Relevant tertiary qualifications in project management, business administration or other related field, along with a minimum of 3 years’ experience working in a large, dynamic and ideally regulated organisation, delivering improvement and change initiatives.
• Extensive experience in embedding project management frameworks, establishing stage gates, associated artefacts and governance whilst balancing cost, returns and risks.
• Experience in change management methodology and principles with proven ability implementing effective change management plans.
• Experience in lean six sigma or other relevant project/change management methodologies.
• Understanding of customer data with the ability to analyse and convert insights into measurable and meaningful actions.
• Stakeholder management experience with the ability to influence effectively to achieve optimal project, business and customer outcomes.
• Strong written and verbal communication skills with proven experience developing comprehensive project plans, roadmaps, business cases and executive, committee and board papers.

What's in it for you?

• A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing. 
• 15 weeks paid parental leave for all parents and paid super on unpaid parental leave 
• A range of benefits, including free on-site parking and cultural leave. 
• A great culture working in collaborative teams with strong work ethics. 
• Career focused learning and development opportunities. 
• The opportunity to be part of an organisation committed to environmental initiatives. 
• Enjoy modern office facilities with panoramic beachfront views. 

We're for everyone

We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.  We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work.  But it’s our people’s collective ambition, authenticity and differences that bring our culture to life. 

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.  

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: careers@southeastwater.com.au

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 15 September 2024.

This role is remunerated at a Level 5, which ranges from $112,377 to $125,011 + super.  The salary on offer to the successful candidate will be commensurate with their skills and experience.  

Visit southeastwater.com.au to learn more about us and how we serve our customers.