Hybrid CX Optimisation & Performance Lead

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

Benefits offered by this job

Flexible on-site and work-from-home

Free onsite parking

Parental leave 16 weeks

Work Life Balance Days

Income protection and salary continu

Health insurance deals

Wellbeing rooms

Job summary

Greater Western Water in Melbourne seeks a Customer Experience Optimisation and Performance Manager to lead a prioritised portfolio of improvements across customer operations. The role collaborates with internal teams and external partners to turn strategic priorities into tangible workforce, process and service gains.

You will own opportunities from validation through to delivery, tracking benefits and ensuring sustained outcomes with Finance and operations 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.

Job description

Greater Western Water in Melbourne seeks a Customer Experience Optimisation and Performance Manager to lead a prioritised portfolio of improvements across customer operations. The role collaborates with internal teams and external partners to turn strategic priorities into tangible workforce, process and service gains.

You will own opportunities from validation through to delivery, tracking benefits and ensuring sustained outcomes with Finance and operations teams.