Experience Lead

The Role

The Customer Experience Lead will co‑lead the design and execution of Yarra Valley Water’s (YVW’s) customer experience (CX) strategy and operations, reporting directly to the Head of Customer Solutions & Transformation. This is a pivotal senior leadership role, where you’ll champion the voice of the customer while aligning service design, research, and digital experience with our strategic goals.

As the Customer Experience Lead, you’ll bring extensive experience in service design, customer research, and user experience, using these capabilities to shape strategic direction and deliver meaningful outcomes. You’ll mentor and coach a high‑performing team, embedding customer‑centricity across the business, uplifting capability, and fostering a culture of curiosity and excellence. By driving continuous innovation and elevating CX maturity, you’ll ensure YVW’s services are consistently reliable, empathetic, and aligned with our long‑term strategy.

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

• Lead the execution of our Customer Experience Strategy.
• Champion CX initiatives that enhance accessibility, self‑service and digital engagement (e.g. MyAccount, URG, Works Portal).
• Lead and facilitate journey mapping, service blueprinting, UX research and co‑design across major programs.
• Provide design and service design leadership throughout discovery, ideation, prototyping, testing and delivery phases.
• Translate customer and user insights into clear, prioritised actions across teams and programs.
• Grow CX, service design, and UX research capability through coaching, mentoring and structured capability uplift.
• Promote agile, iterative, and evidence‑based design practices across cross‑functional teams.
• Define and embed consistent "ways of working" across UX, service design and CX disciplines.
• Ensure a strong balance between human‑centred design, process improvement and other business functions to deliver meaningful outcomes.

What we’re looking for

• A deep understanding of customer experience strategy, service design, and user research.
• Proven leadership in building and mentoring multidisciplinary teams.
• Strong experience delivering digital customer initiatives in complex environments.
• Ability to communicate with influence and build trusted relationships across all levels.
• A passion for continuous improvement, design thinking, and customer advocacy.
• A collaborative and pragmatic approach to strategic and operational challenges.

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 TRP per annum (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 : 29th October 2025

This position is available for Yarra Valley Water employees and external applicants.

While we appreciate all past interest, we are currently seeking new applicants for this opportunity.

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 or email .

If you need any help with the application process or would like to discuss the recruitment process, please contact us via email .

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.

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