Group Manager Customer Strategy Design

Who are we?We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role

As one of the largest teams within the organisation, our Customer Experience team are dedicated to delivering healthy water for life to our 1.8 million customers, who live, work, play and visit the area we serve.

With a focus on designing strategies that create customer moments that matter, the Group Manager, Strategy and Design will lead various functions including Voice of Customer, Channel Engagement & Experience, Customer Experience Design, Strategy & Transformation, and the Digital Meter Experience.

You will leverage data and gain insights to develop and implement customer-centric strategies and take charge of designing and executing key customer projects and programs aligned with our customer aspirations.

Following a recent restructure of the group, the role will be pivotal in shaping the future experience for our customers and community This is a genuine chance to adopt innovative and contemporary practice to drive impactful change for our customers, championing transformative initiatives that redefine the customer experience.

Who are you?

A strong background in leading large, multi-disciplinary teams, and proven experience in developing and implementing customer-centric strategies will set you up for success, along with a passion for leading impactful change.

You Will Also Be Able To Demonstrate

• Bachelor's degree in business or related field.
• 5-10 years of senior leadership experience in customer strategy development.
• A visionary leader, passionate about creating positive experiences for customers and the community through the delivery of comprehensive customer centric programs of work.
• An influential leader with the ability to inspire a customer first organisational culture, bringing our critical stakeholders along on the journey.
• Extensive experience developing and executing significant programs of work that drive impactful change for customers and the community.
• A systems thinking approach that considers the customer and employee experience by delivering broad, cross functional initiatives.
• Proven track record in leading change and transformation programs.
• Strong analytical skills and ability to leverage data-driven insights.
• Innovative mindset with a passion for emerging trends and best practices.

What's in it for you?

• A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
• 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
• A range of benefits, including free on-site parking and cultural leave.
• A great culture working in collaborative teams with strong work ethics.
• Career focused learning and development opportunities.
• The opportunity to be part of an organisation committed to environmental initiatives.
• Enjoy modern office facilities with panoramic beachfront views.

We're for everyoneWe do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.  We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work.  But it’s our people’s collective ambition, authenticity and differences that bring our culture to life. 

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life. 

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: *******@southeastwater.com.au

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 3rd March.

Visit southeastwater.com.au to learn more about us and how we serve our customers.