Customer Experience Optimisation and Performance Manager

Greater Western Water; Melbourne; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible on-site and work-from-home

Free onsite parking

Parental leave 16 weeks

Work Life Balance Days

Income protection and salary continu

Health insurance deals

Wellbeing rooms

Job summary

Greater Western Water in Melbourne seeks a Customer Experience Optimisation and Performance Manager to lead a prioritised portfolio of improvements across customer operations. The role collaborates with internal teams and external partners to turn strategic priorities into tangible workforce, process and service gains.

You will own opportunities from validation through to delivery, tracking benefits and ensuring sustained outcomes with Finance and operations teams.

Qualifications

• Experience delivering measurable financial, operational and customer improvements in complex service environments.
• Strong optimisation and benefits realisation capability, including business cases, analysis and outcome tracking.
• Experience improving workforce effectiveness, productivity and processes with internal teams and service partners.
• Strong stakeholder influence, change delivery and communication skills, with sound compliance and operational risk awareness.

Responsibilities

• Lead a prioritised optimisation portfolio with clear measures, milestones and accountabilities.
• Partner with internal teams and service providers to improve workforce, processes and service delivery.
• Identify and validate opportunities that improve productivity, efficiency and customer outcomes.
• Track delivery and validate sustained outcomes with Finance and operational owners, addressing risks early.
• Protect service quality, resilience and compliance with regulatory, safety, environmental and quality requirements.

Job description

Customer Experience Optimisation and Performance Manager

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne's CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Eligible full‑time employees may access additional Work Life Balance Days, subject to eligibility criteria, helping you prioritise wellbeing and flexibility.
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

Lead practical improvements that make customer operations more effective and deliver better customer outcomes. This is a fixed term, 6 month role, reporting to the Head of Enablement, the Customer Experience Optimisation and Performance Manager will work across internal teams and external service partners to turn strategic priorities into measurable workforce, process and service improvements. You will own a prioritised optimisation portfolio from identifying and validating opportunities through to implementation, measurement and sustained delivery. You will deliver benefits as planned by working with Customer Experience, Finance, technology and project teams.

Responsibilities

• Lead a prioritised optimisation portfolio with clear measures, milestones and accountabilities.
• Partner with internal teams and service providers to improve workforce, processes and service delivery.
• Identify and validate opportunities that improve productivity, efficiency and customer outcomes.
• Track delivery and validate sustained outcomes with Finance and operational owners, addressing risks early.
• Protect service quality, resilience and compliance with regulatory, safety, environmental and quality requirements.

Skills & Experience

• Experience delivering measurable financial, operational and customer improvements in complex service environments.
• Strong optimisation and benefits realisation capability, including business cases, analysis and outcome tracking.
• Experience improving workforce effectiveness, productivity and processes with internal teams and service partners.
• Strong stakeholder influence, change delivery and communication skills, with sound compliance and operational risk awareness.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We're supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.

We're seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.