CX Insights Specialist

SA Power Networks; South Australia; Hybrid; AUD 90,000 - 130,000; Part time

Benefits offered by this job

13% superannuation (1% above legisl.)

Electricity reimbursements

Leave loading on annual leave

Income protection coverage

Parental Leave (18 weeks)

Health insurance discounts

Volunteer day

Job summary

SA Power Networks is seeking a CX Insights Specialist to identify and deliver improvements that enhance customer and employee experiences using data-driven insights and stakeholder collaboration.

You will help build our customer insights capability, map journeys, and translate insights into service enhancements, reporting to the CX Insights Manager in a role that shapes both digital and organizational change across the business.

Qualifications

• Degree in Business or equivalent.
• Extensive CX and UX capabilities and demonstrated experience.
• Experience delivering process changes or re-engineering.
• Understanding of IT integrations to enable outcomes.
• Customer journey mapping and user-centered design skills.

Responsibilities

• Identify and deliver improvements to customer and employee experience.
• Map customer journeys and translate insights into improvements.
• Collaborate with Digital & Technology team and external customers.
• Influence customer-focused improvements across SA Power Networks.
• Drive initiatives with digital and organizational change impacts.

Skills

CX/UX capabilities

Stakeholder management

Communication skills

Data analysis

Process improvement

User journey mapping

Change management

Education

Bachelor's degree in Business

Tools

IT systems knowledge

Job description

Looking for the next opportunity where your work genuinely matters?

Join SA Power Networks and help power homes, businesses and communities across South Australia – today and into the future.

About the role

As a CX Insights Specialist, you’ll identify and deliver improvements that enhance both the customer and employee experience, using data and insights to identify opportunities and drive initiatives through implementation.

Working closely with key stakeholders, including our Digital & Technology team and external customers, you’ll help build our customer insights capability, map customer journeys and translate insights into improvements in customer experience and service delivery.

Reporting to the CX Insights Manager, this role offers the opportunity to influence customer-focused improvements across SA Power Networks and contribute to initiatives with both digital and organisational change impacts.

Culture & benefits

• 1-year fixed term contract, with potential for ongoing opportunities within the business

• Flexible working arrangements and a strong focus on work-life balance

• 13% superannuation (1% above current legislated employer contributions)

• Up to $900 in electricity reimbursements each year

• 17.5% leave loading payable on annual leave

• Income Protection Coverage

• Primary Parental Leave (18 weeks) and Secondary Parental Leave (5 weeks)

• Corporate discounts on health insurance and gym memberships

• 1 paid day of volunteering leave

About you

To be successful in this role, you’ll bring:

• A degree in Business or a similar discipline and/or an equivalent level of skill and experience.

• Extensive customer experience (CX) and user experience (UX) capabilities and demonstrated experience.

• Significant experience implementing customer and business improvements involving process change or re-engineering.

• A good understanding ofITsystems and the integrations required to deliver improved outcomes.

• Customer journey mapping, process mapping and user-centred design capabilities.

• Strong stakeholder relationship management and change management skills.

• Strong written, verbal and interpersonal communication skills, with the ability to clearly articulate complex concepts.

• Advanced information and data analysis skills, particularly in customer-centric design.

About us

SA Power Networks plays a vital role in South Australia, connecting homes, businesses and communities to a safe, reliable and efficient electricity network.

We’re proud to be leading the transition to a cleaner, more sustainable energy future, working closely with communities across the state to achieve meaningful change.

Our people are at the heart of everything we do. With a collaborative culture, strong development pathways and a commitment to innovation, you’ll be supported to grow your career while making a real impact, connecting South Australians to a better energy future, today.

Diversity & inclusion

SA Power Networks is committed to creating a diverse and inclusive workplace. We welcome applications from people of all genders, ages, ethnicities and sexual orientations, and from people with disability.

We want everyone to have an accessible and inclusive recruitment experience. If you require reasonable adjustments, an application form in an alternative format or another accessible way to participate in the recruitment process, please contact [e-mail].

For more information about SA Power Networks visit SA Power Networks.

Applications close5pm Monday 16th November