Senior Customer Experience Specialist

We have a brand-new permanent opportunity for a Senior Customer Experience Specialist to shape and elevate how our customers connect with Western Power. In this pivotal role, you will lead the design, delivery, and continuous evolution of customer experience initiatives aligned to our Customer Strategy.

As a trusted expert, you’ll collaborate across the business to champion customer-centric thinking, transform end-to-end journeys, and deliver meaningful, measurable improvements that make a real difference to our customers’ lives.

• Bring people together by aligning diverse stakeholders with competing priorities, creating a shared vision that delivers seamless, consistent customer experiences
• Champion a customer-first mindset by embedding proven CX frameworks, uplifting capability and maturity across teams at every stage of the journey
• Turn complex, fragmented data into compelling insights, uncovering trends, identifying root causes, and enabling confident, evidence-based decision making
• Drive meaningful and sustainable change by embedding CX improvements into core processes, systems, and day-to-day behaviours across the organisation
• Lead the end-to-end delivery of strategic CX initiatives, partnering closely with stakeholders to deliver outcomes aligned to Western Power’s customer strategy and roadmap
• Shape exceptional, human-centred experiences through expert journey mapping, service design, and continuous optimisation of key customer touchpoints
• Translate the voice of the customer into action—leveraging feedback and insights to identify opportunities, influence decisions, and improve outcomes across all channels
• Inspire and uplift others by mentoring stakeholders and project teams, strengthening CX capability while ensuring initiatives are well-governed, measurable, and deliver lasting value

• Significant experience operating at a senior level in customer experience, service design, or a related discipline
• Proven track record leading customer journey mapping, service improvement, or broader CX transformation initiatives that deliver measurable impact
• Strong ability to interpret customer insights, data, and performance metrics, and translate them into practical, value-driven improvements
• Highly developed stakeholder engagement and influencing skills, with the confidence to facilitate conversations and drive alignment across diverse teams
• Exceptional communication skills, with the ability to clearly articulate complex ideas through written, verbal, and presentation formats
• Commercially astute with strong conceptual and analytical thinking, supported by a relevant tertiary qualification in Marketing, Commerce, Business, or a related field

• Over 50% of our employment opportunities are driven by career progression.
• Flexible work arrangements to support part time work, working hours and working from home arrangements.
• The opportunity to purchase up to four weeks of additional leave per year.
• Access to salary packaging, social club activities, and discounted health insurance and gym membership.
• An award-winning employee recognition and benefits programme.
• An innovative team culture that’s enabling the transition to renewable energy and decarbonisation.
• In addition to standard leave, enjoy three wellness leave days each year.

• 22 weeks paid parental leave and 5 days of First Nations cultural leave to support family and cultural connections.