Position overview

• Permanent, full-Time opportunity
• True hybrid working - work from home and our Mitcham office
• $117,026 to $126,511 plus 12% 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.

About the role

Yarra Valley Water's customer self service portal is known as MyAccount, and the Platform Lead is accountable for delivering exceptional business outcomes by driving customer adoption, retention, and satisfaction through the continuous improvement of MyAccount's features, accessibility, and integration, ensuring seamless transaction processing and alignment with Yarra Valley Water's digital and customer service goals.

Your key responsibilities

• Co-Develop with the Process Improvement Manager/Strategic & Communications division and implement strategies to encourage customers to adopt MyAccount
• Identify and address shortcomings in MyAccount that discourage or prevent customer use and develop retention strategies to drive up usage
• Act as the primary expert and authority on billing and account-related self-service.
• Ensure a seamless integration of MyAccount (YVW Self Service Portal) with other customer service channels
• Empower Yarra Valley Water's customer-facing staff to promote self-service effectively during customer interactions, encouraging adoption
• Create a strong business case to secure investment for promoting the uptake and retention of self-service options, ensuring long-term engagement

What we're looking for

• Bachelor Degree in relevant field, such as marketing or IT
• Strong background in digital strategy and customer experience
• Experience in product management and self service optimisation
• A positive person who can connect collaboratively with stakeholders and drive improvements and change

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.
$117,026 to $126,511 plus 12% 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 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: 6 July 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.