Process Content Designer for Customer Experience

Urban Utilities; Brisbane; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Salary packaging

Health discounts

Parental leave (18 weeks)?

Flexible work

WORK180 endorsement

Job summary

Urban Utilities is seeking a content-focused professional to design and manage process documentation for its Customer Experience function in South East Queensland. You will craft clear knowledge content, ensuring it aligns with governance, approvals and ongoing maintenance to support teams and customer outcomes.

The role emphasizes collaboration with diverse stakeholders, change embedding, and delivering intuitive information that enhances service delivery and compliance across water and

Qualifications

• Experience designing and managing procedures and knowledge content for customer-facing operational teams
• Experience working within governance frameworks to ensure content accuracy and maintenance
• Strong communication skills to influence and negotiate with stakeholders across the business

Responsibilities

• Create, structure and maintain clear, high-quality operational content for Customer Experience teams
• Manage knowledge content to improve employee capability and customer experience
• Ensure content is accurate, approved, and maintained within governance controls
• Support multiple stakeholders to deliver low-to-medium complexity business change

Skills

Process documentation

Knowledge management

Stakeholder engagement

Governance compliance

Change management

Autonomous working

Organisational skills

Legislation awareness

Microsoft Office

Tools

Microsoft Office

MS SharePoint

Job description

At Urban Utilities, our purpose is simple yet powerful - Enrich Quality of Life. With a $7 billion asset base and services spanning 1.5 million residents and more than 31,000 commercial customers across South East Queensland, we are committed to enhancing the liveability of our communities every day.

Your opportunity:

The Customer Experience Department leads and champions the way Urban Utilities connects with its customers. Our approach is focused on remaining contemporary, by understanding the current and future needs of our customers and appropriately shaping our services.

Reporting to the Projects Leader - Customer and Innovation within the Projects and Enablement team this role is primarily responsible for developing, structuring and maintaining clear, high-quality operational content that supports teams within the Customer and Innovation group.

The position focuses on creating and managing process documentation and knowledge that is clear, intuitive and easy to use. It improves employee capability and customer experience, while contributing to low- to medium-complexity business improvements through strong content design, communication and a keen eye for user experience..

About you:

• You are a collaborative and proactive communications professional who thrives on partnering with diverse stakeholders across Customer Experience and Urban Utilities.
• You have a strong ability to translate complex information into clear, engaging messaging that enhances understanding of key processes and initiatives.
• With a focus on driving awareness and embedding change, you ensure information is effectively delivered, understood, and adopted so that intended benefits are realised.

You will also have;

• Demonstrated experience designing and managing procedures and knowledge content for customer-facing operational teams
• Demonstrated experience working within governance frameworks to ensure process and knowledge content is accurate, consistent, appropriately approved and maintained
• Demonstrated communication skills with the ability to positively influence and negotiate with key stakeholders' business wide.
• Demonstrated experience supporting multiple stakeholders to deliver low -medium complexity business change
• Demonstrated ability to work autonomously, use sound judgement and take ownership of outcomes, while actively collaborating and sharing knowledge with the broader team.
• Demonstrated application of highly developed organisational, problem solving and decision-making skills;
• Demonstrated ability to acquire knowledge of legislative requirements of the business and of legislation relating to water and sewerage;
• Advanced digital skills, with the ability to confidently use Microsoft applications and systems.
• Demonstrated ability to work autonomously, use sound judgement and take ownership of outcomes, while actively collaborating and sharing knowledge with the broader team.

At Urban Utilities, we believe our workforce should reflect the community we serve. We welcome applications from people of all backgrounds and experiences, including First Nations peoples, people with disability, members of the LGBTIQ+ community, veterans, emergency responders and people from culturally and linguistically diverse backgrounds.

You might not meet every single requirement listed. If you are excited about the role and believe you can make a strong contribution, we encourage you to apply.

If you require adjustments at any stage of the recruitment process, please let us know so we can support you.

Why Urban Utilities

Urban Utilities delivers essential water and wastewater services to more than 1.5 million people across Southeast Queensland. Every day, our teams work to support thriving communities and a sustainable future.

• Generous Salary Packaging options, including novated leases
• Corporate discounts across Health insurance, technology and more
• 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
• Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you!
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

There's no us without you. Come shape the future with us.

How to Apply

Click 'Apply' to submit your application.

Please note: applicants may be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.

For further information please contact our Talent team at *******@urbanutilities.com.au

Our Talent team & Hiring Managers kindly request that no unsolicited CVs are sent for this role.

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