Senior Customer Insight & Experience Leader

Water Corporation; Western Australia; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Real flexibility with home-based work

9-day fortnight flexibility

Well-being days

Long service leave pro rata

Co-contribution superannuation

Additional leave options

Job summary

Water Corporation is seeking a highly motivated Customer & Strategic Insight Manager to advance the customer experience across the organisation. You will lead enterprise-wide customer insights, shape customer culture and optimise processes while balancing community trust and reputation.

The role drives human-centred design thinking and continuous optimisation, partnering with stakeholders to deliver strategic outcomes and cross-functional collaboration across touchpoints.

Qualifications

• Degree level qualification in commerce, research, strategy, CX and/or a related discipline.
• Substantial experience in a similar leadership role in a large multi-disciplined customer focused organisation.
• Substantial senior stakeholder management experience with effective negotiating and influencing skills.
• Substantial experience in leading customer strategy and experience programs involving a cross-section of stakeholders and driving organisational change.
• Experience in CX thought leadership, strategy, governance and design thinking methodologies
• Experience in brand and customer best practice measurement methodologies.

Responsibilities

• Drive and optimise the Experience Design and Insights centre of excellence, influencing organisational matters related to customer experience and strategic priorities.
• Provide direction to help set, deliver and measure corporate strategy.
• Influencing decision making across asset and operational processes, customer technology, channel optimisation.
• Accountable for managing risk mitigation across customer, including delivering on customer expectations and community trust.
• Champion a customer centric culture, building maturity in key CX capabilities including research, analytics, customer strategy and experience design
• Drive cross-functional collaboration to enhance prioritisation and coordination of individual customer experience improvement initiatives

Skills

Leadership

Stakeholder management

Customer strategy

CX thought leadership

Brand measurement

Education

Bachelor level in commerce/ research/ strategy/ CX

Job description

Water Corporation is seeking a highly motivated Customer & Strategic Insight Manager to advance the customer experience across the organisation. You will lead enterprise-wide customer insights, shape customer culture and optimise processes while balancing community trust and reputation.

The role drives human-centred design thinking and continuous optimisation, partnering with stakeholders to deliver strategic outcomes and cross-functional collaboration across touchpoints.