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:
