First listed on: 10 July 2021

Customer Experience Project Officer


About us

Wannon Water is Victoria’s second largest regional urban water corporation by area.

Each day across south-west Victoria we deliver clear, fresh drinking water to our customers. We also take away sewage and trade waste which we treat and return safely to the environment. As a key regional organisation, Wannon Water strives to be an influential community partner, contributing to the wellbeing and prosperity of the region as a whole. We are guided by our strategic direction of beyond water for strong communities.

We provide services to 34 towns, including residential, commercial, industrial and rural customers. Our 212-strong employee base has more than 1,500 years’ experience at Wannon Water to fulfil our purpose of providing safe, reliable, innovative and sustainable water services and strengthening communities in south-west Victoria.


Our benefits

We are passionate about people - the people we employ, the people who depend on our products and services, and the people who make up our communities. 

As an employee of Wannon Water, you will have a genuine opportunity to make the most of your talents, broaden your experience and take on rewarding challenges. 

Working with the wider community, we commit to making gender equity a business and cultural norm. It’s simply the right thing to do. We embrace all forms of diversity and promote family-friendly working hours and leave arrangements to ensure our workforce is representative of the community that we serve. We feature a mix of age groups and cultural diversity, programs to recognise and showcase great work and initiative, and a raft of professional development opportunities, making working here a great lifestyle choice.

For further information on a career with Wannon Water, please see the attached Careers Information Package.

You will have access to:

  • Programs to recognise and showcase great work and initiative
  • Discounts on services including computers, software and broadband.
  • A flexible work environment
  • An events and activities committee
  • Professional development opportunities
  • Rostered days off
  • An employee assistance program
  • Study leave
  • Health and wellbeing programs

 Job Description

About the Role

The Customer Experience Project Officer will oversee the identification and implementation of customer experience (CX) improvements including the development of processes for enhanced data analysis and reporting. Implementation of these improvements and processes will allow quick response to any trends and issues to support an increase in customers’ perception of Wannon Water.

Key Responsibilities

1. Oversee implementation of digital CX projects and improvements:

  1. Support and facilitate the Customer Systems Steering Committee as part of the Wannon Water Digital Strategy
  2. Existing systems – monitor and report on uptake, oversee programs to increase awareness/uptake
  3. New and modified systems – oversee customer and employee engagement to incorporate into review and change processes
  4. Development services – assist the Manager Development Services to implement improved solutions for business customers, developers and other stakeholders – including Microsoft Teams, backflow module and minor trade waste module

Systems and data analysis and reporting:

  1. Identify, extract and analyse relevant customer data for reporting and to identify insights to improve customer experience
  2. Communicate and provide access to relevant customer data and insights to the broader organisation, including the use of dashboards (e.g. PowerBi)
  3. Make recommendations for improvements of existing approaches and processes based on customer data
  4. Support the delivery of customer approaches and processes as relevant and required
  5. Oversee customer feedback including compliments, complaints, enquiries and requests including identification of improvement opportunities and implementation as required

3. CX systems projects:

  1. Coordinate team meetings and working groups
  2. Maintain project schedules and financials

 Desired Skills and Experience

About You and Your Skills

In this exciting role you will oversee implementation of digital customer experience improvements as well as identify, extract and analyse relevant customer information for reporting and to identify insights to improve customer experience.

Your Qualifications 

The successful applicant will be qualified in or have substantial experience in customer experience and/or data analysis and reporting. You will be a highly supportive and collaborative team player.


The position is located in picturesque Warrnambool, close to the Great Ocean Road, approximately 260km south-west of Melbourne. This is a perfect opportunity to enjoy beach and country lifestyles, take advantage of the regional cost of living and provides a great place to raise a family.  With a population of 33,500 and recently ranked as Victoria’s most liveable region, the city offers an enviable lifestyle with impressive services and facilities at your fingertips including a university, hospitals and schools.

This is a full time ongoing role and has a salary of $81,298.96 to $88,390.93 p.a. plus superannuation. 

Enquiries from suitably qualified applicants should be directed to Steven Kearns (Branch Manager Retail Services) on telephone 1300 926 666.

A copy of the position description for this role is available here or via our website at

Applications Close: Sunday 25 July 2021

Please APPLY through the Wannon Water Careers Portal to complete your application. Once there, you will be prompted to answer a few simple questions and upload your cover letter and CV. To give yourself the best opportunity to progress your application, please outline in your cover letter how your skills and experience meet the role requirements as outlined in the position description.

We thank you for taking the time to consider Wannon Water as a future employer and look forward to hearing from you.





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