CX Designer (Maximum term June 2028)

Style Up; Geelong; On-site; AUD 90,000 - 120,000; Full time

Job summary

Barwon Water is seeking a CX Designer to join the Customer Centre. You’ll be hands-on at the intersection of customer experience, digital delivery and operations, translating insights into practical improvements that create impact on the community.

You’ll lead discovery, research, co-design and journey-mapping workshops, develop customer journeys and service blueprints, prototype solutions and measure outcomes to drive end-to-end improvements.

Qualifications

• Experience in customer experience, service design or UX
• Ability to synthesize qualitative and quantitative evidence
• Facilitation and collaboration across multidisciplinary teams

Responsibilities

• Translate customer needs, pain points and feedback into clear recommendations and actions.
• Progress existing CX initiatives while designing, testing and supporting new improvements.
• Develop customer journeys and service blueprints to prototype solutions and measure outcomes.
• Connect customer needs with people, processes, technology and policies that shape the experience.

Job description

Turn customer insights into meaningful, measurable improvements

Shape digital experiences through research, co-design and service design

Own CX initiatives from discovery and design through to delivery and impact

Barwon Waters' Customer Centre is a nationally award winning team and continues to grow and evolve. Join us in a pivotal role turning customer insights into practical improvements that create impact on the community.

About the role

As CX Designer you’ll be hands-on at the intersection of customer experience, digital delivery and business operations. You’ll bring people together through research, co-design and journey-mapping workshops, translating customer needs, pain points and feedback into clear opportunities for action.

You’ll manage and progress existing customer experience initiatives while designing, testing and supporting new improvements. From developing customer journeys and service blueprints to prototyping solutions and measuring outcomes, you’ll help connect customer needs with the people, processes, technology and policies that shape their experience.

Working closely with our Customer Centre, particularly the Voice of Customer and Continuous Improvement specialists, Digital Business Group, technology teams and priority projects, you’ll be an important interface between customer insights and operational delivery. You’ll ensure digital and transformation decisions are grounded in evidence, accessibility and the end-to-end customer journey.

This is a two-year maximum term role until June 2028, and will offer you the opportunity to take ownership of meaningful initiatives, influence how services are designed and delivered, and leave a measurable and lasting impact on the customer experience.

About you

You’re an experienced customer experience, service design or UX professional who enjoys moving between insight, design and delivery. Your strengths lie in synthesising qualitative and quantitative evidence, identifying root causes and translate complex customer, service and technology insights into clear recommendations.

A confident facilitator and collaborator, you bring different perspectives together, navigate competing priorities and build momentum across organisational boundaries. You can work effectively with multi-disciplinary teams, influencing stakeholders without relying on formal authority.

Importantly, you’re not someone who simply hands over a design and moves on. You’ll stay connected through workshopping, implementation, clarify ownership, manage risks and dependencies, monitor outcomes and continue refining solutions using customer evidence.

Your qualifications in Business, Customer Experience or similar will be challenged, but your experience in practical delivery of CX frameworks and programs will underpin your success. You’ll be supported in by a collaborative and high performing team, where your growth will be continued.

About us

Barwon 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 care about where we live and work, and we're always looking for like-minded people to join our team.

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.

Get in touch

Does this opportunity sound like it might be a good fit for you?

For enquiries, please contact Sally White, CX and Strategy Lead on 0419 109 574 during business hours.

If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at [e-mail] noting your preferred method of communication and contact details and a member of the team will be in touch.

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