Who we are

In Melbourne, water is essential to our way of life.

As caretakers for Melbourne's water cycle, and our catchments. We care for water, life, and land throughout Melbourne: both its people and its biodiversity.

Each time you drink from the tap, flush a toilet, or kayak down the Yarra we're there. Primed and ready, quietly delivering some of the world's cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.

About the Role

The Customer Experience Partner role is focused on driving and supporting customer experience improvement initiatives across Melbourne Water with an emphasis on collaboration and alignment. This role involves strategic influence, operational contribution, and leadership in delivering customer-centred design and change. We are looking for a collaborative and adaptable Customer Experience Partner to help shape, deliver and embed customer experience improvements across Melbourne Water.

In this role, you'll work closely with teams across the organisation to identify customer needs, translate insights and data into practical improvement opportunities, and support the delivery of initiatives that enhance how customers experience our services. You will play a key role in aligning stakeholders, supporting change and adoption, and helping teams apply service design, continuous improvement and cultural change approaches.

• Partner with business areas to identify, shape, and support delivery of customer experience initiatives aligned to customer needs and business priorities, ensuring initiatives progress against agreed objectives and customer outcomes are met.

• Leverage customer research, data, and insights to inform decision-making, identify improvement opportunities and translate insights into prioritised, actionable initiatives that deliver measurable outcomes aligned to organisational objectives.

• Ensure alignment across business units to ensure initiatives are coordinated and integrated, identifying benefits and interdependencies to inform prioritisation whilst ensuring risk and issues are appropriately managed to ensure program objectives and relevant compliance obligations are met.
• Champion customer-centred design practices across initiatives and programs, by leading initiatives and coaching and supporting teams to continuously enhance customer experiences through adaptive design and delivery approaches.

For more information, please refer to the attached Role Mandate

This is a great opportunity for someone who enjoys working across business and technical areas, influencing outcomes, and turning customer insights into meaningful action.

About you:

• Strong understanding of customer experience principles, frameworks, and practices.
• Understanding of service design, change management, and continuous improvement practices.
• Demonstrated experience delivering or supporting customer experience initiatives in complex organisational environment with the capability in translating customer insights into practical improvements and business actions.
• Demonstrated experience governing enterprise improvement programs as well as developing and managing policies and procedures.
• Strong stakeholder engagement and influencing capability across diverse audiences with well-developed communication, stakeholder engagement, and problem-solving skills.

The ideal candid will be curious and adaptable, a systems thinker with strong stakeholder engagement skills, a practical improvement mindset, and experience supporting customer change initiatives in a complex environment.

Why join us:

At Melbourne Water, we care deeply about water and the life it sustains.

Our team is inspired by passion and purpose, with an unwavering commitment to safety. We are on a mission to protect every Melburnian's way of life, one drop at a time.

We don't just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning flows through everything we do. We're dedicated to doing what's right, and this commitment extends to the meaningful work we do in a supportive and inclusive culture that encourages you to make the most of your talents.

Our long-standing commitment to Diversity, Inclusion, and Belonging means that Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, Neurodivergent Individuals, people living with disability, mature age and young jobseekers from all cultures can apply with confidence knowing they are safe, affirmed, and celebrated.

If you're curious, action-orientated, outcomes-focused, and enthusiastic about public resources, community, and the environment, we'd love to receive your application and learn if you could be a great fit.

How to Apply

Click the 'Apply Now' button below and complete our online application form.

Closing date: Monday 6th July 2026 @ 11:55am