Senior Customer Journey Designer

About Us

Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia’s largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation for all.

We are also proud of the role our customers will play in driving the clean energy transition through their uptake of sustainable energy solutions in their homes, businesses and community. Behind‑the‑meter technologies (solar, battery storage, EV’s, heat pumps, home appliances) and orchestration through a virtual power plant will optimise energy consumption, reduce consumer costs and enhance sustainability.

About The Role

As Senior Customer Experience Designer, your main purpose is to shape and enhance the end‑to‑end customer experience across our products and services. You’ll be responsible for developing a deep understanding of our customer’s behaviours, mapping journeys, validating experiences through user testing, creating service blueprints that guide seamless delivery, and working with business and technology teams to support delivery.

The role will be pivotal in collaborating and gathering insights from SMEs across the organization, utilising research & data to understand both current state journeys whilst also forming a view of what the future state possibilities are.

• Evaluation and analysis of current state customer jobs, customer NPS, previous research, digital pathways, contact centre, chat, website analytics in order to understand and document current state journeys and customer pain points.
• Creating personas, behavioural archetypes, and service blueprints to guide delivery and uplift experience.
• Collaborating with internal SMEs, transformation teams, and external vendors to ensure customer journeys reflect real needs and future capabilities.
• Validating designs through user testing, analytics, and feedback loops.
• Provide guidance, education and mentorship to the transformation delivery teams, Customer business unit and other stakeholders on what it means to have a customer‑led mindset.

About You

You’re likely working in a senior CX, service design, or human‑centred design role, ideally within a complex, regulated industry. You’re a strategic thinker with a collaborative mindset and a passion for designing experiences that make a real difference.

Why Us?

EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves — because we believe that’s when we’re at our best. We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.

Benefits

Employee discounts on electricity and gas, plus savings on major brands and products. 20 weeks’ paid parental leave – completely gender‑equal. Energise Program – flexible working that’s team‑centric, enabling teams to agree and succeed together. Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year. Supportive leaders and a down‑to‑earth culture where you can be your authentic self. A team and organisation that truly supports hybrid working / flexible working (this is not an on‑site role).

It is a 12‑month fixed‑term contract opportunity.

#J-18808-Ljbffr