Customer & Strategic Insight - Manager

Water Corporation is recognised globally for our performance and innovation to secure water supplies for Western Australia in a changing climate. We’re driven to manage water services sustainably to make WA a great place to live and invest. A role at Water Corporation can unlock the door to ongoing long term career development opportunities; we also support training and development, flexible work arrangements, health and lifestyle programs and generous company benefits. If you share our commitment, then consider Water Corporation as the next step in your career.

About the Role:

We are looking for a highly motivated Customer & Strategic Insight Manager to join our Customer Experience business unit. This role drives an enterprise-wide focus on the customer, influencing customer culture, capability, processes, performance, and customer experience across all touchpoints and interactions. The role champions customer-centric decision-making across the organisation through storytelling and the visibility of customer insights. It also leads human-centred design thinking, and continuous optimisation to deliver strategic customer outcomes while balancing community trust and reputation.

Who are we?

When you join Water Corporation, you play an important role for the people of WA. Our services are essential for life - everyday, millions of Western Australians rely on us to deliver and manage water across our state. If you’re driven to make a meaningful contribution, you’ve come to the right place.

Real benefits that matter

• Real flexibility with options to work from home up to 2 days per week, 9-day fortnight, flexible work hours.
• Two well-being days each year to do whatever you need to do to feel good
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co-contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co-contribution when you elect to salary sacrifice 2%.  
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.

 What the role will involve:

• Drive and optimise the Experience Design and Insights centre of excellence, influencing organisational matters related to customer experience and strategic priorities.
• Provide direction to help set, deliver and measure corporate strategy.
• Influencing decision making across asset and operational processes, customer technology, channel optimisation.
• Accountable for managing risk mitigation across customer, including delivering on customer expectations and community trust.      
• Champion a customer centric culture, building maturity in key CX capabilities including research, analytics, customer strategy and experience design
• Drive cross-functional collaboration to enhance prioritisation and coordination of individual customer experience improvement initiatives

About You:

• Degree level qualification in commerce, research, strategy, CX and/or a related discipline.
• Substantial experience in a similar leadership role, in a large multi-disciplined customer focussed organisation.
• Substantial senior stakeholder management experience with effective negotiating and influencing skills.
• Substantial experience in leading customer strategy and experience programs involving a cross-section of stakeholders and driving organisational change.
• Experience in CX thought leadership, strategy, governance and design thinking methodologies
• Experience in brand and customer best practice measurement methodologies.

Sound like a match? Apply today

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role.

As part of the recruitment process you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.   

Applications close on 13 October 2026

 We reserve the right to withdraw this ad prior to the closing date. 

Our commitment to a diverse and inclusive workplace: 

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments during the recruitment process including an alternative format of the application form, can contact a Recruitment Officer at recruitment@watercorporation.com.au or 08 9420 2000.

To read our diversity and inclusion statement, please visit our website