Position overview

Permanent, Full-Time or Part-Time (0.8FTE) opportunity

True hybrid working - work from home and our Mitcham office

• $166,650 Total Remuneration Package pro-rata (inclusive of 12% superannuation)

The Role
The Customer Outcomes Lead plays a critical strategic role in embedding customer outcomes across the entire asset lifecycle. You will be responsible for ensuring that customer considerations are systematically incorporated into the planning, delivery, and governance of asset-related activities, including asset management, planned and unplanned works, and capital delivery programs.

You will build capacity in others to ensure the customer is an equal partner in decision making. You will identify customer service impacts in asset investment and operational strategies to enable effective trade off decision making and service recovery design. And as a subject matter expert, you will bring deep insight into customer expectations and experiences, shaping how asset management and planning functions deliver real value to customers.

We are seeking candidates with strong expertise in policy, oversight, service/system design, or advocacy.

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.

Your key responsibilities

• Provide strategic and technical leadership for customer outcomes across the asset lifecycle
• Represent customer interests in asset planning and investment forums, business case reviews and strategic decision-making processes.
• Identify and drive improvements to policies and practices that are leading to poor customer outcomes
• Lead systemic change initiatives to uplift service delivery and customer satisfaction
• Embed customer considerations into asset management, risk, procurement, product quality and servicing frameworks
• Oversee the application of risk management principles to the customer experience, leading the development and review of contingency plans, risk assessments, change control plans, and improvement initiatives.
• Lead or advise as a customer subject matter expert during incidents and emergencies
• Build and maintain strong working relationships with key stakeholders, suppliers, partners, and the broader water industry to foster collaboration, share knowledge, and influence policy outcomes.
• Influence at all levels and actively drive change with internal and external partners to deliver improved outcomes for customers, communities, and the business.

What we're looking for

• Tertiary qualification in business management, customer experience, or user experience design - highly desirable
• Certifications in customer experience (e.g. UX, human-centred design), project management and emergency management - highly desirable
• Skilled in applying change management tools and techniques to lead change initiatives
• Experience delivering customer-focused change programs and operational strategies to improve service performance
• Proven ability to develop customer frameworks or repeatable models to manage service delivery impacts
• Competent in analysing and reporting on key performance metrics
• Proficient in human centred design tools and business process redesign
• Strong stakeholder engagement skills - negotiation, influence, and collaborative problem-solving
• Experienced in business case development balancing service and financial outcomes
• Knowledge of regulatory obligations in service delivery
• Strong problem-solving skills with ability to navigate ambiguity

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.

• $166,650 Total Remuneration Package pro-rata (inclusive of 12% superannuation
• Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.
• 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: Thursday 9th October 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.