Customer Design 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

A unique opportunity now exists for a Customer Design Lead in the Customer Experience Group!

The role of the Customer Design Lead will optimise the customer experience and strengthen customer satisfaction through comprehensive journey mapping and experience design.  Some of the accountabilities of the role will include the following:

• Leading and participating in improvement projects which impact customer experience through service design and customer journey mapping.
• Undertaking comprehensive customer journey mapping to design and evolve customer experiences both at a transaction and journey level.
• Partnering with key stakeholders to understand pain points and conduct root-cause analysis to identify improvement opportunities and solution redesign prioritisation.
• Collaborating with key stakeholders to co-design customer solutions and experiences that leverage human centered design principles, journey and empathy mapping recommendations and customer feedback insights.
• Ensuring process and journey design leverages safety by design principles to protect our most vulnerable customers through effective controls.
• Conducting research including user interviews, journey mapping, service blueprinting to identify opportunities to improve service delivery and enhance the overall customer experience.

Who are you?

In order to be considered for this opportunity, candidates should possess the following key skills, knowledge and experience:

• Relevant tertiary qualifications in Service Design, Human Centred Design, or related experience.
• A minimum of 3 years’ experience working in a large, dynamic and ideally a regulated organisation delivering improvement and change initiative.
• Experience using customer journey mapping tools such as Miro, Figma or Canva.
• Project management experience ideally within the agile methodology and principles.
• Human centred design experience with proven ability to translate theory into practical solutions that achieve business outcomes.
• Excellent communication and interpersonal skills with the ability to effectively collaborate with cross functional and multidisciplinary teams.
• A curious and creative mindset with a passion for customer centric outcomes.
• Knowledge of UX design principles and methodologies is an 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 $125,011 + 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 Sunday 13 April 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.