CX Project Planning Lead

Who are we?

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.  

The role

The Customer Experience (CX) Strategy and Transformation Team is responsible for translating strategy into tangible outcomes through effective project delivery and the establishment of a strong project management discipline.

The CX Project Planning Lead will own the CX Project Planning function and is pivotal in identifying opportunities to improve IT systems, processes and customer experiences. You will lead the development of detailed current-state process maps to uncover pain points, inefficiencies, risks and collaborate with subject matter experts (SMEs) across the organisation to design future-state processes.

Key responsibilities:

• Lead the development of business cases and estimates to support CX improvements and process transformation initiatives
• Make decisions grounded in data and customer insight
• Lead Requests for Quotation (RFQs) in collaboration with the ICT team, ensuring business functional requirements are clearly defined
• Create and maintain detailed process maps and facilitate engaging process mapping workshops with SMEs
• Execute and embed process improvements into future state plans, ensuring changes deliver measurable value and are sustainable over time
• Support project delivery activities when requested e.g. contributing to tender processes, project scoping, stakeholder engagement, development of implementation plans, testing of new processes or systems, and providing subject matter expertise

Who are you?

• Relevant diploma qualifications in Project Management, Business Administration or other related fields
• 2+ years experience working in a large, dynamic and ideally regulated organisation leading Project Planning
• Strong analytical skills with the ability to leverage data insights for decision-making and service improvement
• Proven ability to collaborate with SMEs and cross-functional teams, manage stakeholders, and influence decision-making
• Proficiency in facilitating engaging workshops and translating insights into actionable recommendations
• Knowledge of Salesforce CRM System is an added advantage

What's in it for you?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.   

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities. 

As a SEW employee, you can enjoy the following offerings from our benefits package: 

• Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.  
• Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing. 
• Life insurance and salary continuance. 
• 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
• Additional leave offerings, such as cultural and ceremonial leave and study leave.  
• Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking. 
• Opportunity to be part of great initiatives involving the local community.  

This role is remunerated at a Level 5, which is between $112,377 and $118,760 + super and offers are commensurate with the successful candidates' experience. 

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.  

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au. 

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Monday 28th July 2025!

To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application.  Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check 

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required. 

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