Customer Experience And Strategy Lead

Description:

Are you a Customer Experience specialist looking to create impact within an innovative and fast paced environment? Does creating solutions leading to better customer outcomes sound interesting? If so, read on…
About The RoleThis is an exciting role within the Barwon Water Customer Centre Leadership team. Leading a high functioning team to embed best practice customer experience programs and build CX capability across the organisation, you'll form part of the team where the goal is to transform the way we operate and service our community.
Partnering with the business, to design and deliver outcomes to improve customer experience, informed by data and insights from the Voice of Customer program, you'll effectively raise awareness of customer experience with key stakeholders to foster a true customer centric environment.
As the champion of customer experience, you'll lead the enterprise-wide delivery of Barwon Water’s customer experience strategy, engaging senior leadership including the Board. Experienced in customer complaint resolution, you are committed to resolving customer concerns as success in this role means better customer outcomes and improved customer satisfaction.
About YouYou’re more than just a leader. You advocate for customer experience, bringing expertise and strategic vision to enhance the customer journey. With a deep understanding of customer needs and behaviours, you're comfortable leading a small cross-functional team to design and implement innovative solutions.
Passionate about continuous improvement, you'll drive operational excellence and change strategies. As a true collaborator, you'll bring a solutions first outlook and growth mindset to the business.
Your qualifications in business, management, or a similar field will be put to the test as you bring proven customer experience to the role. Experience in introducing digital customer experience capability would also be an advantage.
About UsBarwon Water is Victoria's largest regional urban water corporation, with more than 110 years’ experience in delivering world-class water, sewerage and recycled water services to our customers and community. More than just taps and toilets, we’re a pivotal player in the region’s ongoing social, economic, and environmental prosperity.
We’re committed to our people and provide flexible working arrangements in line with business needs.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Owners and Custodians of the land on which we live and work, and we’re committed to building strong, meaningful partnerships with local indigenous communities. We celebrate diversity and encourage Aboriginal and Torres Strait Islander peoples to apply for our career opportunities.
Why join us?At Barwon Water, we believe that every individual has something valuable to offer. We understand that the more diverse workforce, the wider the variety of ideas we bring to the table. Enjoy being part of an organisation that values results, personal and professional growth, workplace diversity and a balance between work and life commitments.