Head of Customer Experience Enablement

About Greater Western Water

We’re water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne’s CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement 
• Eligible full-time employees may access additional Work Life Balance Days, subject to eligibility criteria, helping you prioritise wellbeing and flexibility.
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

This is a unique opportunity to shape and lead a newly established Customer Experience Enablement function, creating a centre of excellence that drives customer, operational and financial performance across the organisation. Reporting at a strategic level, you will influence key business decisions through workforce planning, analytics, performance management, governance, continuous improvement and capability development. Leading a multidisciplinary team, you will build organisational capability, establish consistent ways of working and embed a culture of accountability and continuous improvement. The role also offers the opportunity to maximise the value of customer experience technologies and data, partnering across the business to enhance customer outcomes, employee experience and operational efficiency. With accountability for benefits realisation and strategic investment outcomes, this role is ideally suited to a forward-thinking leader who is passionate about transforming customer experience through insight, innovation and enablement.

Responsibilities

• Lead workforce planning and forecasting to ensure Customer Experience has the capability, capacity and organisational design to meet current and future needs.
• Establish and lead a business performance, analytics and technology enablement function, delivering actionable insights, integrated reporting and operational intelligence to support decision-making.
• Optimise Customer Experience technologies, automation and digital capabilities to improve customer outcomes, employee experience and operational efficiency.
• Develop and embed benefits realisation frameworks to identify, track and deliver strategic, operational and financial value from Customer Experience initiatives and investments.
• Drive continuous improvement through frameworks, governance and methodologies that enhance productivity, efficiency, compliance and customer outcomes.
• Oversee quality assurance, learning and capability programs that strengthen workforce capability, data literacy and service consistency.
• Establish governance, risk and assurance frameworks that promote accountability, transparency and regulatory compliance.
• Partner with leaders across Greater Western Water to provide strategic advice, business cases, investment analysis and performance improvement recommendations.
• Deliver accurate and insightful reporting to the Senior Leadership Team, Executive and Board, creating a single source of truth for workforce, customer, operational and financial performance.
• Build and lead a high-performing team, fostering collaboration, innovation, accountability and continuous improvement

Skills & Experience

• Extensive leadership experience in workforce planning, analytics, performance, governance or operational excellence within a complex organisation.
• Proven experience establishing and leading enablement, planning or centre of excellence functions.
• Demonstrated success in workforce planning, forecasting and capability development.
• Strong capability in analytics, business intelligence and performance reporting to inform decision-making.
• Experience implementing governance, assurance and performance frameworks.
• Proven track record delivering continuous improvement and benefits realisation outcomes.
• Strong commercial acumen, including business cases, investment analysis and benefits tracking.
• Exceptional stakeholder management and influencing skills, with experience advising senior leaders and executives.
• Proven ability to lead and develop high-performing multidisciplinary teams.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We’re supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.  

We’re seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

Don’t delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence early!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close: Friday 13th November 2026