At a Glance
- Tasks: Lead the Voice of Customer program to enhance customer experiences and drive impactful decisions.
- Company: Seqwater, providing essential water services to over three million people in South East Queensland.
- Benefits: Competitive pay, strong employee benefits, professional development, and a supportive work environment.
- Other info: Join a newly formed Customer Experience team and enjoy opportunities for growth and collaboration.
- Why this job: Shape the future of customer experience while making a real difference in your community.
- Qualifications: Tertiary qualification in Business or related field, with experience in customer insight strategies.
The predicted salary is between 90000 - 110000 $ per year.
Lead our Voice of Customer program, uncovering what matters most to customers, to deliver better outcomes for anyone who depends on our services at Seqwater. Drive smarter decisions through analysis and insight of customer listening activities. Create a whole of business approach to enhancing customer experience through activities and frameworks which directly influence outcomes.
As Lead Customer Experience, you will run the organisation's Voice of Customer (VoC) program, ensuring customer feedback, experiences and insights are systematically captured, analysed and translated into meaningful action. Working in partnership with stakeholders across the business, you will establish and maintain customer listening frameworks, champion customer-focused initiatives, and embed customer perspectives into decision‑making. Through the integration of customer feedback, dedicated surveys, research, engagement activities and operational data, you will identify trends, develop strategies for improvement, influence business decisions and drive continuous improvement in customer experience, building trust and enhancing organisational performance.
What you'll bring
- Mandatory Qualifications: Tertiary qualification in Business, Customer Experience, Marketing, analytics or a related discipline or an equivalent combination of education and experience.
- Skills & Experience: Demonstrated experience designing, implementing and continuously improving Voice of Customer (VoC) programs, customer listening frameworks and customer insight strategies.
- Strong analytical capability, with experience synthesising customer feedback, complaints, research and operational data into actionable insights and evidence‑based recommendations.
- Proven ability to influence stakeholders and leaders at all levels to embed customer‑centric thinking and drive action based on customer insights.
- Ability to align Voice of Customer initiatives and customer experience improvements with organisational strategy, priorities and customer commitments to support continuous improvement and organisational performance.
Purpose with impact: Help protect and strengthen essential water services for Queensland communities.
Influence at scale: Play a leading role in an organisation-wide transformation.
Flexibility and support: Work in an environment that values wellbeing, inclusion and collaboration.
Room to grow: Access professional development and meaningful career opportunities.
Rewarding benefits: Receive competitive remuneration and a strong employee benefits offering.
Lead Customer Experience in Brisbane employer: Seqwater
Seqwater is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture in the beautiful setting of Queensland. With opportunities for career advancement and a commitment to sustainability, employees can thrive while contributing to vital water services. The collaborative environment encourages innovation and engagement, making it a rewarding place to work for those passionate about making a difference.
