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Senior Manager Customer Experience

Power and Water Corporation -
Darwin NT

Apply Now

Job Details

Temporary | Full-time
6 days ago

Qualifications

Investment
PMP
Analysis skills
PMI Certification
Financial acumen
Communication skills
Negotiation

Full Job Description

Northern Territory Government

JOB DESCRIPTION
Job Title Senior Manager Customer Experience

Classification Executive Contract Officer 1 Position No. 24493

Job Type Full Time Duration Fixed for up to 4 years

Business Unit Customer and Strategy Location Darwin

Reports to General Manager Customer Experience and Operations Reports to P/No. 29116

Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for vacancies and
accommodates people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment

Inclusion and diversity process or job, please discuss this with the contact officer. For more information about applying for this position and the merit process,
and Special Measures click here
recruitment plans

Under the Agency’s Special Measures recruitment plan eligible Aboriginal applicants will be granted priority consideration for this
vacancy. For more information on Special Measures plan, click here

Information for Applications must include a one-page summary about you, a detailed resume and copies of all relevant tertiary qualifications listed in
Applicants your application. For further information for applicants and example applications: click here
Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications, skills, information from
Selected Applicant’s referees, etc.) will be provided to other applicants, to ensure transparency and better understanding of the reasons for decision. For
Merit further information: click here

PRIMARY OBJECTIVE
The primary objective of the Senior Manager Customer Experience is to lead the delivery of Power and Water’s customer experience strategy by translating the
organisation’s customer experience strategy into practical, measurable and sustainable outcomes. The role drives customer-centred transformation across services,
channels and operating processes, embedding customer insight, continuous improvement and strong governance to make every interaction simple, embed the
customer voice and enable sustainable futures together.

KEY RESPONSIBILITIES

The “WHAT” to be delivered

Strategy, Leadership and Planning
• Lead the implementation of Power and Water’s Customer Experience Strategy, translating strategic objectives into a practical roadmap, prioritised initiatives,

performance measures and sustainable business outcomes.

Lead enterprise customer experience planning across horizon-based initiatives, ensuring delivery aligns to the objectives of making every interaction simple,

embedding the customer voice and enabling sustainable futures together.

Use customer insight, service performance data and external trends to identify priorities, shape investment proposals and influence executive decisions on

customer, operational and commercial outcomes.

Lead customer engagement, co-design and feedback mechanisms that strengthen trust, bring the customer voice into decision-making and improve Power and

Water’s responsiveness to community, partner and customer needs.

Provide decisive leadership in complex and ambiguous environments, balancing customer, regulatory, operational, financial and reputational considerations to

keep the organisation moving forward.

Build cross-functional relationships and influence leaders, teams and stakeholders to align effort and embed customer-centred ways of working.
Establish performance targets and reporting frameworks to track customer, delivery and benefits outcomes.
Manage budgets, business cases, benefits realisation and resource plans for the Customer Experience function, ensuring investment decisions are evidence-based

and aligned to strategic priorities.
Function
• Oversee end-to-end customer experience across key journeys, using insight, journey mapping, service design and process analysis to improve outcomes.

Drive continuous improvement through governance, reporting and review of customer and operational performance.
Partner across the enterprise to shape customer-facing capabilities, including customer data, digital channels, workflow, communications and enabling

technologies.

Embed a customer-centric culture by coaching leaders and teams to use feedback, evidence and collaborative design methods.

Project and Change Management
• Lead complex CX and transformation initiatives from concept to implementation, ensuring governance, stakeholder alignment, delivery discipline and measurable

benefits.

Develop business cases, implementation plans, funding proposals and costings that clearly articulate customer value, strategic fit, delivery approach, risks and

benefits realisation.

Lead change engagement and communication activities that build understanding, commitment and capability across the organisation for new customer

experience practices, tools and behaviours.

Monitor and evaluate program effectiveness using customer, employee, delivery and financial measures, identifying lessons learned and adjusting approach to

sustain outcomes.

Ensure successful transition of initiatives into business-as-usual by embedding accountabilities, processes, measures, governance and ongoing capability

development.
Employee Engagement and Wellbeing
• Develop team capability in CX disciplines, including customer insight, journey mapping, service design, performance measurement and change leadership.

Provide guidance on employee relations matters with support from People and Culture, ensuring legislative compliance.
Build an engaged, high-performing team culture with clear expectations, coaching, accountability and support for wellbeing, inclusion and sustained

performance.

LAST UPDATED: June 2026` EMPLOYEE SIGNATURE: __________________________ DATE: ____________

AT POWER AND WATER:

Job Description Northern Territory Government
COMPETENCY PROFILE

“HOW” to do it (CF9 / senior leader capability profile - refer to Power and Water’s Behavioural Competency Guide)

Builds Networks Effectively building formal and informal relationship networks inside and outside the organisation.

Business Insight Applying knowledge of business and the marketplace to advance the organisation’s goals.

Customer Focus Building strong customer relationships and delivering customer-centric solutions.

Develops Talent Developing people to meet both their career goals and the organisation’s goals.

Drives engagement Creating a climate where people are motivated to do their best to help the organisation achieve its objectives, and
shape the culture through living the values.

Drives results Consistently achieving results, even under tough circumstances.

Financial Acumen Interpreting and applying understanding of key financial indicators to make better business decisions.

Managing conflict and ambiguity Handling conflict situations effectively, with a minimum of noise. Making good and timely decisions that keep the
organisation moving forward.

MANAGEMENT RESPONSIBILITIES

No. of Direct Reports 5 No. of Indirect Reports 8-10
Key Interactions: External Stakeholders (as per Single Point of Accountability Standard), Board, Executive Leadership Team, Senior Leader Group,

All Employees, External Customers

COMPLIANCE

We expect you to:

Actively align, support and promote Power and Water’s Values and support building a constructive workplace culture that celebrates achievement through its

people

Carry out duties in accordance with Power and Water’s Safety and Environmental policies and procedures, working towards our goal of Zero Harm

• Ensure all activities undertaken as a Power and Water employee comply with Power and Water’s Standards of Behaviour, Management Standards and

Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk management framework

SELECTION CRITERIA

Qualification & Skills Experience

Essential • Proven ability to lead enterprise customer experience • Demonstrated experience leading enterprise customer
strategy and translate customer, commercial, regulatory and experience, service transformation or strategic improvement

community priorities into funded programs, measurable functions within a complex organisation, with end-to-end

outcomes and sustained organisational change. accountability for planning, execution, governance and

benefits realisation.Exceptional communication, engagement and negotiation

skills, with the ability to influence executives, shape • Proven track record delivering measurable improvements in
enterprise decisions and build strong cross-functional and customer and business outcomes, including satisfaction,

external stakeholder relationships. effort, complaints performance, service reliability, cost

efficiency or demand-related outcomes.Strong senior leadership capability, including leading leaders

and specialists, building high-performing teams and • Proven experience leading large-scale, cross-functional
embedding a culture of accountability, customer focus and programs, managing resources, budgets, risks, governance,

continuous improvement. stakeholder expectations and delivery milestones in complex

operational environments.Demonstrated capability in service improvement, operating

model design, governance, performance reporting and • Proven experience leading organisational change, influencing
embedding customer-centred practices at enterprise scale. adoption of new ways of working and embedding

improvements into business-as-usual operations to achieve Strong analytical judgement, using customer insight, data, sustained outcomes.

service performance and financial information to prioritise
action, evaluate trade-offs and inform executive decisions. • Experience applying customer insight, co-design, human-

Deep knowledge of customer experience disciplines, centred design or service design approaches to shape

including customer insight, journey mapping, service design, strategy, improve service delivery and influence enterprise

complaints management, communications, performance decisions.

measurement and digital self-service.

Desirable • Project Management Professional (PMP) • Experience in leading within a regulated utility or commercial

Certified Change Management Professional (CCMP) environment, or Government owned corporation.

FURTHER INFORMATION
1. Contact Michelle Flynn on (08) 8936 4626 for further information about the position
2. Information about Power and Water Corporation may be viewed at powerwater.com.au
3. The total remuneration package amounts published for this position include base salary, superannuation and the value of a fully maintained motor vehicle.

Apply Online https://jobs.nt.gov.au/Home/JobDetails?rtfId=348714 Approved June 2026

Vacancy Closes 28/07/2026 Michelle Flynn - General Manager Customer Experience & Operations

AT POWER AND WATER:

Apply Now

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