Lead, Customer Experience Compliance

•    2-year Fixed term Full-time opportunity | Footscray office + WFH
•    High-impact role shaping organisation-wide compliance maturity!
•    Salary: $180,000 incl. super 

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
•    Monthly work life balance day off to treat yourself (if full-time)
•    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 pivotal role leading our Customer Experience Compliance Program to ensure full adherence to all obligations under the Billing and Family & Domestic Violence Enforceable Undertakings. 
You’ll own the design, implementation and continuous improvement of our compliance framework, ensuring regulatory requirements are understood, embedded and actioned across the business.
Working closely with Risk & Resilience, Legal, Regulatory and Customer Experience teams, you’ll strengthen governance, improve compliance systems, guide remediation activity and drive a culture of integrity and accountability aligned with ISO 37301:2023.
A unique opportunity to influence organisation-wide compliance maturity, build strong relationships with regulators, and deliver better outcomes for customers and the community.

Responsibilities
•    Lead, maintain and continuously improve the Customer Experience Compliance Program.
•    Ensure adherence to all obligations under the Enforceable Undertakings and water sector regulatory requirements.
•    Monitor compliance risks, ensuring timely reporting, remediation and process updates.
•    Investigate incidents and breaches, ensuring appropriate documentation and follow-up actions.
•    Prepare high-quality reports for internal governance, Board, regulators and external stakeholders.
•    Support responses to Independent Assurance reviews and Board submissions.
•    Develop and deliver compliance training, resources and awareness programs.
•    Support compliance culture uplift through coaching, communication and continuous improvement initiatives.

Skills & Experience
•    Extensive experience designing and managing compliance programs in regulated industries.
•    Strong knowledge of enforceable undertakings, regulatory frameworks and compliance management systems.
•    Highly developed analytical, problem-solving and risk assessment capability.
•    Proven experience preparing submissions and reports for Boards, regulators or government bodies.
•    Ability to translate complex regulatory requirements into clear, practical business processes.
•    Experience delivering compliance training and supporting organisation-wide engagement.
•    Excellent communication, influencing and stakeholder relationship skills.
•    Tertiary qualification in Law, Business, Risk, Compliance or related field.

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 but not limited to reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close: Tuesday, 23rd December 2025