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SalaryAbout Us
APA is a leading Australian energy infrastructure business. We own and/or manage and operate a diverse, $21 billion portfolio of gas, electricity, solar and wind assets. Consistent with our purpose to strengthen communities through responsible energy, we deliver approximately half of the nation's gas usage and connect Victoria with South Australia and New South Wales with Queensland through our investments in electricity transmission assets. We are also one of the largest owners and operators of renewable power generation assets in Australia, with wind and solar projects across the country. Our operations span every mainland state and territory in the country and we employ more than 1900 people.
Our vision is to be world class in energy solutions.
The Opportunity
Join our team from Melbourne, Sydney or Brisbane on a Permanent Full-Time basis.
Reporting to the CIO, the main objective for this role is to reimagine, mobilise and operate a service culture in end user technology for the APA group. The Service Delivery and User Experience team is accountable for creating positive experiences in technology usage through taking a modern approach to designing, managing, delivering, and operating APA's end-user consumed technology service and product channels.
Key Responsibilities
People Leadership
- Build the vision for a high-performance service culture that inspires and innovates.
- Develop talent and capability that support an inclusive workplace and modern ways of working.
- Drive measurable improvements to employee satisfaction and increased productivity and critical KPIs.
- Develop and manage appropriate performance criteria to manage, deliver and improve operational services with your teams and service partners.
- Position SD&UX capability as a business within APA that is seeking high value returns in investments and customer satisfaction.
- Manage the capability and its offerings with a high level of commercial acumen including the development of financial plans and forecasts.
- Monitors and manages expenditure within budget.
- Set the strategy for end user experience aligning to the broader technology and business strategy.
- Create and maintain service and product roadmaps including a service catalogue with a focus to improving experiences and supporting business objectives delivered through end user technology.
- Ensure offerings support an integrated and cohesive channel strategy.
- Create brand advocacy for APA IT through the quality of your offerings.
- Take an active role in research of best practice models to influence design and develop best-in-class user experiences.
- Deploy and facilitate User-Centred Design and Design-led product and service development techniques and be able to craft new and improved offerings.
- Deliver a communication plan for technology to support brand awareness, highlight the value of technology and adoption/awareness campaigns.
- Build long-term, strategic relationships with stakeholders.
- Manage suppliers to meet key performance indicators and agreed targets in alignment with brand and culture expectations.
- Build brand presence and advocacy for your services and products as a trusted partner.
- Partner closely with teams across the IT space to drive strategic campaigns, user education and support business programs.
- Collect and analyse feedback from customers, stakeholders and other teams to shape requirements, features and products
We are looking for a passionate technology champion, with demonstrated experience in a high-performance service organisation creating capability strategies, user journey maps, roadmaps, product strategies, personas and other relevant modern delivery methods. Experience in leading high performing teams, change management, UX/CX, Human/User Centred Design and/or Design Thinking and experience with Call Centre and/or Service Desk teams and tools would be highly advantageous.
About the Team
Technology underpins everything we do at APA from helping connect millions of Australians to essential energy sources every day to achieving our net zero ambition - and the capability for our people to make this happen.
To help APA power ahead, the Technology teams is focused on enhancing APAs technology offering, providing innovative and progressive technology - enabling APA to be world class in energy solutions.
This is an exciting time for the team, we need people who are courageous, nimble, and ready to make an impact - change makers and risk takers.
Working at APA
APA is an equal opportunity employer. The safety and sustainability of our people, community and environment is our focus. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.
APA provides you with access to targeted career development programs, competitive remuneration, employee benefits, work-life balance and wellbeing programs. APA also have an inclusive parental leave policy that supports all parents throughout their parenting journey.
Applicants must be eligible to work in Australia to be considered.
Sound like your kind of career? We'd love to hear from you.
APA is an equal opportunity employer. The safety and sustainability of our people, community and environment is our focus. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.
APA Group focuses to provide you with access to targeted career development programs, competitive remuneration, employee benefits, work-life balance and wellbeing programs.
Applicants must be eligible to work in Australia to be considered.
Role closes on 16th January 2024. Role Reference number: 5537.
PD is available on request by emailing saba.khazeie@apa.com.au
