Voice Of Customer - Program Manager

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.

At South East Water, we believe in putting our customers at the heart of everything we do! As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen!

As a senior leader of the Customer Experience group, the Voice of Customer (VoC) Program Manager will ensure the delivery of our customer, community, employee and shareholder outcomes through the leadership of their team and by actively contributing towards the effective leadership of the Customer Experience group as a whole. The VoC Program Manager will lead the design, implementation and delivery of the VoC program to deepen the comprehension of Customer insights, whilst delivering significant value to the business through the sharing of Customer perspective.

A truly customer-centric individual, you will have at least eight (8) years' experience in a Voice of Customer (VoC) program and a minimum of five (5) years' leadership experience leading a VoC program, customer research and reporting function or similar. Armed with specialist technical expertise in Qualtrics, Power BI, facilitation, project management, sentiment analysis and customer journey mapping, candidates will have a deep understanding of data analysis and research techniques and be constantly on the look out for innovative improvements and insights.

The following key skills, knowledge and experience will ensure your success in the role:

• A degree in the field of engineering, science, electronics, or information systems.
• Willingness to act as a champion and driver to the Voice of Customer program, advocating for customer-centric decision making.
• Advanced expertise in data analysis and research methodologies, encompassing digital experience measurement techniques and experimentation, utilising tools like Qualtrics and Power BI.
• Strong leadership skills with an ability to coach and mentor a team with a track record in building and advancing Voice of Customer programs.
• Possession of a can-do attitude navigating through ambiguity including internal and external challenges.
• Strong written communication skills to write reports, including briefing notes and business cases and excellent verbal communication skills to confidently conduct workshops with external stakeholders and customers.
• Proven success working with a high level of autonomy with discretion to provide long term strategic thinking and priorities aligned with the VoC program of work.
• Comprehensive understanding of Human Centered Design and UX/UI methodologies with the ability to apply these principles to design optimal outcomes.

• A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
• 14 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 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

Click here to check out the position description. We're accepting applications for this exciting opportunity until Friday 19 April 2024!

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