Head of Customer Experience

We are looking for a strategic and influential Head of Customer Experience to join our Leadership Team. This is a pivotal role responsible for leading enterprise‑wide customer and brand experience strategy, ensuring the voice of the customer is embedded in decisions and trade‑offs, building trust, and improving satisfaction and advocacy while supporting the outcomes of the business.

Working with teams across multiple Perth locations and reporting to the General Manager Customer and Community, you will play a key role in delivering the Corporate Strategy by turning customer insight into clear priorities and measurable outcomes, aligning leaders across the business, and building the capability and disciplines required for a consistently customer‑centred organisation.

What the role will involve

• Lead and embed enterprise‑wide customer and brand experience strategy, principles and standards
• Translate customer needs and insights into actionable strategies, services, products and investments that improve customer outcomes and deliver business value
• Establish shared accountability across leaders for end‑to‑end customer journeys, service performance and business outcomes
• Drive collaboration across operational, digital and enabling teams to deliver customer‑led priorities and measurable improvements
• Integrate customer insights and experience measures into corporate planning, performance, risk and investment decision‑making frameworks
• Lead customer communications, branding, digital channels and community engagement, including during incidents and emergencies
• Provide visible, values‑led leadership and develop high‑performing, diverse teams
• Ensure strong corporate governance, risk management and regulatory compliance

Key skills and experience

You are a senior, customer‑centric leader who brings strong commercial acumen, strategic influence and a future‑focused mindset. You thrive in complex organisations and are confident navigating change and competing priorities while maintaining a clear focus on customer and business outcomes.

You bring a degree qualification in communications, marketing, business or a related discipline, together with extensive senior leadership experience in a large and complex environment. You have a proven track record of delivering enterprise‑level customer experience strategies and translating customer insight into meaningful, organisation‑wide change.

With deep expertise in customer experience, communications and customer‑centred design, you are recognised for your ability to engage and influence stakeholders at executive level. You build strong partnerships and drive shared accountability for outcomes across diverse functions.

You are committed to developing people and capability, with demonstrated experience coaching leaders, building high‑performing teams and growing future talent. You operate with a collaborative, whole‑of‑organisation mindset and bring a strong sense of personal accountability for results. Experience in a customer‑focused utility or regulated environment will be highly regarded.

Ready to thrive as you shape WA’s water future? Apply today

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.

As part of the recruitment process you may be required to complete pre‑employment screening which may include a medical, qualification check, police clearance and Australian working rights check.

Our commitment to a diverse and inclusive workplace

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.