Customer Experience Optimisation & Performance Lead

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

Benefits offered by this job

Flexible on-site and WFH balance

Free onsite parking

16-week parental leave for eligible FT

Work Life Balance Days

Job summary

Greater Western Water Limited is seeking a Customer Experience Optimisation and Performance Manager for a fixed-term 6-month role based in Melbourne. You will own a prioritised portfolio across internal and external partners to translate strategic priorities into measurable workforce, process and service improvements.

Reporting to the Head of Enablement, you’ll drive benefits, work with Customer Experience, Finance, technology and project teams, and help deliver improved customer outcomes.

Qualifications

• Experience delivering measurable financial, operational and customer improvements in complex service environments.
• Strong optimisation and benefits realisation capability, including business cases and outcome tracking.

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

Greater Western Water Limited is seeking a Customer Experience Optimisation and Performance Manager for a fixed-term 6-month role based in Melbourne. You will own a prioritised portfolio across internal and external partners to translate strategic priorities into measurable workforce, process and service improvements.

Reporting to the Head of Enablement, you’ll drive benefits, work with Customer Experience, Finance, technology and project teams, and help deliver improved customer outcomes.