Hybrid Customer Experience Optimisation & Performance Lead

Greater Western Water Limited; Victoria; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible on-site & WFH balance

Free onsite parking

16-week parental leave

Work Life Balance Days

Income protection & salary continuance

Health insurance deals

Wellbeing rooms at Footscray/Sunbury

Job summary

Greater Western Water Limited is seeking a Customer Experience Optimisation and Performance Manager for a fixed-term, 6-month role. You will lead an optimisation portfolio across internal teams and external partners to turn strategic priorities into measurable workforce, process and service improvements.

You will own opportunities from identification to implementation, measurement and sustained delivery, delivering benefits with Finance, technology and project 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.

Skills

Experience delivering measurable

Optimisation & benefits realisation

Stakeholder influence

Strong communication

Job description

Greater Western Water Limited is seeking a Customer Experience Optimisation and Performance Manager for a fixed-term, 6-month role. You will lead an optimisation portfolio across internal teams and external partners to turn strategic priorities into measurable workforce, process and service improvements.

You will own opportunities from identification to implementation, measurement and sustained delivery, delivering benefits with Finance, technology and project teams.