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CX Design Specialist

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Job Ref:  KD7CN
Employer:  Sydney Water
Job Type:  Permanent Full Time
Parramatta NSW 2150, Australia (Show on map)
  • Be part of the success of Sydney Water’s Customer Experience team
  • Parramatta location
  • CX Specialists with utilities experience wanted

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities.

About us

We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.

About the role

As a Customer Experience Specialist you will play a pivotal role in helping Sydney Water engage with its customers. Using Human Centred Design methodologies, multi-channel customer experience design and touchpoint optimisation skills as well as senior level business analysis capability, you will provide strategic options and support the implementation of project deliverables which meet our customer promises.

In this customer focused role you will:

  • Facilitate workshops and discovery sessions using HCD methodologies
  • Complete qualitative research and gathering of insights from customers, community, government or business stakeholders to understand customer need and the ‘as is’ state.
  • Complete current state customer / business analysis and identify areas for change, to better meet customer needs
  • Development of journey maps, pain and gain empathy mapping, and service design artefacts as required
  • Development of robust recommendations, effectively telling the story for change in order to gain senior level approval
  • Support the CX Design team as they progress your recommendations through the next phases of HCD, acting as a SME as required throughout this process

About you

  • You have proven experience in customer-centric design
  • Experience within utilities specifically Water service
  • Ideally have worked in a HCD team or innovation lab (or similar customer centric environment)
  • You can think ‘outside the square’, look beyond the obvious and consider the customer and business ecosystems to recommend opportunities for change / enablement
  • You are an outstanding communicator, and have proven experience as a facilitator running discovery workshops with multiple stakeholders and customers
  • You have senior level PowerPoint skills and take a strategic storytelling approach to presentations
  • You have senior level discovery and journey mapping artefact creation experience
  • You have the ability to take complex data sets and combine these with customer sentiment insights, customer experience and empathy maps – to provide an informed and robust case for change
  • Your previous roles have involved customer experience discovery or design, business analysis and business case development

Please see the position description for the roles full accountabilities.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s TermsPrivacy Policy and Sydney Water’s Privacy Collection Statement – Job Application



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