Head of CX Enablement & Insights

Greater Western Water; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible on-site & WFH

Free onsite parking

16 weeks parental leave

Work Life Balance Days

Income protection & salary continuance

Health insurance deals

Wellbeing rooms

Job summary

Greater Western Water seeks a senior leader to shape and lead a newly established Customer Experience Enablement function. You will influence decisions through workforce planning, analytics, governance and capability development, building a centre of excellence that drives customer, operational and financial performance.

You will lead a multidisciplinary team, embed continuous improvement, maximise value from technology and data, and partner across the business to enhance outcomes and

Qualifications

• Extensive leadership experience in workforce planning, analytics, performance, governance or operational excellence within a complex organisation.
• Proven experience establishing and leading enablement, planning or centre of excellence functions.
• Demonstrated success in workforce planning, forecasting and capability development.
• Strong capability in analytics, business intelligence and performance reporting to inform decision-making.
• Experience implementing governance, assurance and performance frameworks.
• Proven track record delivering continuous improvement and benefits realisation outcomes.
• Strong commercial acumen, including business cases, investment analysis and benefits tracking.
• Exceptional stakeholder management and influencing skills, with experience advising senior leaders and executives.
• Proven ability to lead and develop high-performing multidisciplinary teams.

Responsibilities

• Lead workforce planning and forecasting to ensure Customer Experience has the capability, capacity and organisational design to meet current and future needs.
• Establish and lead a business performance, analytics and technology enablement function, delivering actionable insights, integrated reporting and operational intelligence to support decision-making.
• Optimise Customer Experience technologies, automation and digital capabilities to improve customer outcomes, employee experience and operational efficiency.
• Develop and embed benefits realisation frameworks to identify, track and deliver strategic, operational and financial value from Customer Experience initiatives and investments.
• Drive continuous improvement through frameworks, governance and methodologies that enhance productivity, efficiency, compliance and customer outcomes.
• Oversee quality assurance, learning and capability programs that strengthen workforce capability, data literacy and service consistency.
• Establish governance, risk and assurance frameworks that promote accountability, transparency and regulatory compliance.
• Partner with leaders across Greater Western Water to provide strategic advice, business cases, investment analysis and performance improvement recommendations.
• Deliver accurate and insightful reporting to the Senior Leadership Team, Executive and Board, creating a single source of truth for workforce, customer, operational and financial performance.
• Build and lead a high-performing team, fostering collaboration, innovation, accountability and continuous improvement

Skills

Leadership

Workforce planning

Analytics

Performance reporting

Governance

Stakeholder management

Team leadership

Tools

BI tools

Data literacy

Job description

Greater Western Water seeks a senior leader to shape and lead a newly established Customer Experience Enablement function. You will influence decisions through workforce planning, analytics, governance and capability development, building a centre of excellence that drives customer, operational and financial performance.

You will lead a multidisciplinary team, embed continuous improvement, maximise value from technology and data, and partner across the business to enhance outcomes and