Position overview

· 5-Year Maximum Term Contract, Full-Time or flexible opportunity

· True hybrid working - work from home and our Mitcham office

· $223,783 Total Remuneration Package inclusive of 11.5% superannuation

About us
We're on a mission to create a brighter future, where you can be a change maker at the actual source. We're one of Australia's largest water utilities with over 30% of Victoria's population relying on us for their essential water and sanitation services.

Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you'll be inspired and challenged to grow alongside us.

We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management.

The Role

Reporting into our General Manager, Service Futures you will be responsible for leading, developing and implementing the customer transformation and technology program of work in close collaboration with key stakeholders from across the business.

The role will help champion the needs of customers within all levels of the organisation and embed CX disciplines and continuous improvement methodologies. It is a combination of getting things done today as well as defining our aspirational future state customer experience and technology roadmap, with a heavy influence on putting customers first and executing our transformational agenda.

Your key responsibilities

• Provide leadership across the Service Futures business area with focused support and guidance to the teams within your Division which include Service Design, Delivery, Customer Technologies, and Process Optimisation.
• Be responsible for leading the development and delivery of the Customer Experience Strategy and associated technology roadmap which includes the day-to-day management of Customer Technology operations and support.
• Lead the cross functional teams that deliver the customer experience design, process optimisation, and development and delivery of the Customer Experience Program.
• Manage the program budget and deliver on the agreed achieve strategic objectives both on time and on budget.
• Be a key member of the Customer Portfolio Steering Committee, presenting a longer-term strategy and technology roadmap for approval amongst the full breadth of stakeholders responsible for the end-to-end customer experience.
• Analyse business activity and identify areas requiring transformation or optimisation.
• Contribute to Yarra Valley Water's Senior Leadership Team in strategy development and collective performance.
• Drive key corporate objectives within Service Futures, including culture, DE&I, productivity, and stakeholder engagement.
• Oversee financial and performance delivery against plans and informing annual budget planning.

What we're looking for

• A people-first leader who empowers their team, fosters a supportive and inclusive environment, and is committed to continuous improvement in workplace culture.
• Deep understanding of the broader customer journey, with a focus beyond front-end digital interactions-centered on how we support customers throughout their experience.
• Proven expertise in functional leadership with a strong focus on customer experience, underpinned by deep knowledge in research and service or experience design.
• Solid grasp of digital technology environments, with the ability to assess and manage risk, lead digital engineering teams, and maintain services to required support levels with sound technical competence.
• Strong financial acumen, particularly in managing CAPEX and OPEX within a project-focused business environment.
• Highly collaborative, with a proven ability to build strong relationships and work effectively across diverse, multi-disciplinary and technical teams and stakeholder groups.
• Proven experience in leading CX design initiatives, particularly involving customer-facing technologies - highly desirable
• Strong knowledge of Salesforce to inform strategic direction, optimise implementation, and avoid common challenges - highly desirable
• Qualifications or certified training in CX design, Product Management, Digital Transformation, Agile product development or related fields- highly desirable

To view the full position description, click HERE.

Why Yarra Valley Water?

We celebrate and encourage new thinking at every level. Creating opportunities for you to grow - both professionally, and personally. When you flourish, we all do.

• $223,783 Total Remuneration Package inclusive of 11.5% superannuation
• Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.
• $650 home office set up allowance for eligible employees
• Free and secure on-site parking with free EV charging and on-site café at our Mitcham office
• 14 weeks paid leave parental leave
• 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause
• Request to swap certain public holidays for another day of paid leave

To read more about our benefits and culture, read our employee handbook HERE.

Did you know?
Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit.

How to apply
Applications should include a supporting Cover Letter and Resume.
Closing date: Tuesday 13th May 2025
This position is available for Yarra Valley Water employees and external applicants.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA+ community and people of all cultural backgrounds.

If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2542 or email [email protected].

If you need any help with the application process or would like to discuss the recruitment process, please contact us via email [email protected].

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.