Lead Customer Experience

Seqwater; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive remuneration

Employee benefits

Job summary

Seqwater is leading a transformation to strengthen customer experience across South East Queensland. As Lead Customer Experience, you will manage the Voice of Customer program, turning feedback into actionable improvements that influence decisions and drive performance.

You will partner with stakeholders across the business to embed customer perspectives into strategy, leveraging surveys, research and operational data to identify trends and opportunities for better service delivery.

Qualifications

• Tertiary qualification in Business, Customer Experience, Marketing, analytics or related discipline.
• Designing and implementing VoC programs and customer insight strategies.
• Strong analytical capability to synthesize feedback into insights and evidence-based recommendations.
• Ability to influence stakeholders at all levels to embed customer-centric thinking.

Responsibilities

• Lead the organisation's Voice of Customer program, ensuring feedback and insights are captured and translated into action.
• Establish and maintain customer listening frameworks and embed customer perspectives into decision-making.
• Identify trends from feedback, surveys and data, developing improvement strategies and driving continuous enhancement of customer experience.

Skills

VoC design

Analytical capability

Stakeholder influence

Customer-centric thinking

Education

Business/Analytics degree

Job description

Lead our Voice of Customer program, uncovering what matters most to customers, to deliver better outcomes for anyone who depends on our services at Seqwater.

• Drive smarter decisions through analysis and insight of customer listening activities.
• Create a whole of business approach to enhancing customer experience through activities and frameworks which directly influence outcomes.

Be part of the future of South East Queensland at Seqwater

At Seqwater, we deliver the water that more than three million people across South East Queensland rely on every day. As we bring our new operating model to life, we are creating the capabilities, structures and ways of working that will shape our future-and deliver even greater value for our customers and communities.
This transformation is opening exciting opportunities across Seqwater. These newly created and redesigned roles will help strengthen our capability, embed our future operating model and build a high-performing organisation ready for what comes next. As part of this change, we have created our first dedicated Customer Experience team.

About the role

As Lead Customer Experience, you will run the organisation's Voice of Customer (VoC) program, ensuring customer feedback, experiences and insights are systematically captured, analysed and translated into meaningful action.

Working in partnership with stakeholders across the business, you will establish and maintain customer listening frameworks, champion customer-focused initiatives, and embed customer perspectives into decision‑making.

Through the integration of customer feedback, dedicated surveys, research, engagement activities and operational data, you will identify trends, develop strategies for improvement, influence business decisions and drive continuous improvement in customer experience, building trust and enhancing organisational performance.

What you'll bring

Mandatory Qualifications:

• Tertiary qualification in Business, Customer Experience, Marketing, analytics or a related discipline or an equivalent combination of education and experience

Skills & Experience:

• Demonstrated experience designing, implementing and continuously improving Voice of Customer (VoC) programs, customer listening frameworks and customer insight strategies.
• Strong analytical capability, with experience synthesising customer feedback, complaints, research and operational data into actionable insights and evidence‑based recommendations.
• Proven ability to influence stakeholders and leaders at all levels to embed customer‑centric thinking and drive action based on customer insights.
• Ability to align Voice of Customer initiatives and customer experience improvements with organisational strategy, priorities and customer commitments to support continuous improvement and organisational performance.

• Purpose with impact: Help protect and strengthen essential water services for Queensland communities
• Influence at scale: Play a leading role in an organisation-wide transformation
• Flexibility and support: Work in an environment that values wellbeing, inclusion and collaboration
• Room to grow: Access professional development and meaningful career opportunities
• Rewarding benefits: Receive competitive remuneration and a strong employee benefits offering

About Seqwater

Water is essential to life-and every day, our people help make safe, reliable and sustainable water services possible for South East Queensland. Guided by integrity, respect, care and courage, we are building an inclusive workplace where people feel valued, supported and empowered to thrive.

by 11:55pm on Friday 6th November.