Lead Customer Experience

About the role

Seqwater, which supplies water to more than three million people across South East Queensland, has created its first dedicated Customer Experience team as part of an organisation-wide transformation. As Lead Customer Experience, you will run the Voice of Customer (VoC) program, turning customer feedback, experiences and insights into action.

Key responsibilities

• Run the VoC program so that customer feedback, experiences and insights are systematically captured, analysed and turned into action.
• Partner with stakeholders across the business to set up and maintain customer listening frameworks and embed customer perspectives in decision-making.
• Champion customer-focused initiatives and use feedback, surveys, research, engagement activities and operational data to spot trends and improve customer experience.
• Influence business decisions and drive continuous improvement in customer experience.

Required profile

• Tertiary qualification in Business, Customer Experience, Marketing, analytics or a related discipline, or an equivalent combination of education and experience.
• Demonstrated experience designing, implementing and improving VoC programs, customer listening frameworks and customer insight strategies.
• Experience influencing stakeholders and leaders at all levels to embed customer-centric thinking.
• Ability to align customer experience work with organisational strategy and priorities.

Required skills

• Strong analytical capability, synthesising customer feedback, complaints, research and operational data into actionable insights and evidence-based recommendations.
• Customer insight and listening framework design.

What we offer

• A leading role in an organisation-wide transformation.
• Professional development and career growth opportunities.
• Competitive remuneration and a strong employee benefits offering.
• An environment that values wellbeing, inclusion and collaboration.

Applications close on Friday 6 November 2026 via the Seqwater careers portal.