CX Transformation Manager

Fixed Term - 18 Months

There’s never been a better time to be in energy. And there’s never been a more exciting time to be at Endeavour Energy. 

More than 2.7 million people across New South Wales rely on us every day for the supply of safe and reliable power to their homes and businesses. We employ more than 1,700 people across our catchment, making us one of the largest employers in Sydney’s Greater West.

To work with us in this role, you don’t need to have any energy experience. We need talented people who are ready for challenge and growth and value a sense of care and belonging. Why? Because our vision is to lead the way with smarter energy solutions. Play your part in helping us to put the customer first and transition to a cleaner, more sustainable energy future for us all.

Position Purpose

In this newly created role, the main focus will be to uplift our customer satisfaction by delivering and project managing the Customer experience Transformation program. You will be specifically focused on front line customer support services overseeing operational change management and enabling cultural transformation to drive our strategic Customer Obsession.

Key Accountabilities

• Program Management: Development of a project management plan and program aimed at uplifting customer satisfaction and service by overseeing all CX transformation projects from inception to completion, ensuring these are delivered on time and within budget. The project and change management plan to be developed should include:
• Defining requirements and deliverables through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation
• Coordination of internal and external resources to ensure that projects adhere to scope, schedule, and budget.
• Analysis of project status and, when necessary, revision of scope, schedule, or budget to ensure that project requirements can be met.
• Establishing and maintaining relationships with relevant client stakeholders, providing day-to-day contact on project status and changes.
• Reporting project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan.
• Establishment and monitoring of project’s KPIs to measure the success of the project and report progress to senior management.
• Process Improvement: Oversee continuous improvement and performance optimisation to drive uplift in performance, as well as regulatory compliance.
• Change Management: Facilitate the change management process to foster a customer- centric culture within Endeavour Energy, including the planning of any technology enhancements or regulatory amendments, including coordination of front-line training. Develop change management plan (and partnering with other internal stakeholders) for the establishment and implementation of Future Grid customer support functions.
• Knowledge Management: Maintain policy and procedure documents for all Customer Support activities including touchpoints and timeframes. Responsible for the governance and approval of the CX Knowledge Nexus (knowledge base) framework and ensuring continuous improvement and updates.
• Stakeholder Management: Collaborating across all internal (and external) stakeholders to 
• Ensure collaboration and a unified approach to customer experience transformation. 
• Ensure capture of key changes and emerging issues
• Identifying critical stakeholder dependencies to support strong engagement. 
• Actively communicate progress of the CX Transformation program and seek support for key change initiatives

Qualifications, Certifications and Licences

Minimum qualifications

• Degree qualification in business or related disciplines

Skills and Experience

• Project Management capability, demonstrated through successful deployment of large transformational programs. 
• Demonstrable Customer Experience expertise and focus.
• Strong Change Management capability 
• Expert relationship development and stakeholder management
• Good organisational skills – able to pivot during unexpected situations/ scenarios. 
• Development and management of knowledge systems 
• High commercial acumen
• Demonstrated technology experience, particularly regarding CRM, Contact Centre/telephony, omni channel, web, knowledge management and AI applications.

For further information, please contact recruitment@endeavourenergy.com.au

Applications close - 8 Jan 2025 (Interviews to commence mid Jan 2025)

When we power together, we can achieve so much more.

At Endeavour Energy, having a diverse and inclusive workplace makes us better, safer, and stronger. We strive to create an environment where everyone feels safe, motivated, valued, included and respected.

Endeavour Energy is a critical infrastructure organisation and performs various background checks to evaluate the suitability of an applicant before making an employment offer to ensure the security and protection of its assets.