Customer Experience Manager

Customer Experience Manager

Do you want to deliver work that truly matters to our community?

There’s never been a better time to join the energy industry! At Western Power we’re working towards our vision for a clean energy future and we’re looking for diverse, passionate people to join our team of world leading experts.

We currently have an exciting opportunity for a Customer Experience Manager at our Perth CBD officer on a permanent contract.

Your Role in Action  

As the Customer Experience Manager, you will lead the development and delivery of Western Power’s customer strategy and enhance customer experience with Western Power. This includes championing a customer-centric culture, identifying and driving opportunities to improve customer experience performance, developing customer service frameworks and optimising interactions, and building capability.
 

• Develop and implement of Western Power’s customer strategy to guide and support a consistent and coordinated approach to customer experience.
• Work with Customer Insights to review and implement customer experience metrics and monitor customer feedback, ensuring that insights are shared at an enterprise level to support decision making and customer experience improvements.
• Develop customer service plans that optimise customer interactions and ensure consistent and seamless experiences across channels and touchpoints.
• Work with the People business unit to ensure appropriate training and support, and embed customer-centric principles into organisational development, leadership behaviours and values-driven culture initiatives.
• Provide customer journey and service design blueprint expertise and services.
• Be a centre of customer experience expertise, keeping up to date on industry best practice and future trends, and providing CX standards and tools.

 What Makes You a Great Fit 

We are seeking someone with experience and attributes that include:

• Tertiary qualification in Commerce, Marketing, or a relevant discipline
• Extensive experience in customer experience or related area
• Demonstrated experience in developing and implementing customer experience strategies and service plans
• Experience in driving service improvement with experience in or working knowledge of service design and service blueprints
• Experience in working with customer insights and using and communicating data at an enterprise level to make decisions and drive service improvements
• Strong leadership, influencing, communication and interpersonal skills, with a demonstrated ability to champion the voice of customer to create meaningful change
• Highly developed interpersonal skills with demonstrated ability in building collaborative and consultative working partnerships

Joining Western Power

Our people play a vital role in creating an innovative, safe, and supportive workplace, living our values, and delivering exceptional service to the communities in which we operate.

We are committed to building a diverse workforce and strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, people from diverse cultural and linguistic backgrounds, women, young & mature age workers, the LGBTQI+ community.

We are an employer of choice, offering our employees a range of benefits that include:

• Competitive salary plus 11% superannuation
• Flexible work arrangements that support part time work, flexible working hours and working from home arrangements
• Professional Development opportunities including training initiatives and study assistance
• An award-winning employee recognition and benefits programme
• Access to five Employee Network Groups – First Nations, Culturally and Linguistically Diverse, Diverse Sexualities and Genders, Women, and People with Disability – which celebrate and communicate the diversity of our workforce and connect diversity and inclusion to our broader business activities
• 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

By joining Western Power, you will contribute to powering a cleaner energy future. We are dedicated to fostering career development and promoting a healthy work-life balance, empowering you to drive innovation as we develop a network that will serve the Western Australian community for generations. You will also benefit from a range of perks and opportunities, including: 

• 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 two wellness leave days each year.
• Access to end-of-trip facilities at our Perth office, perfect for cyclists.
• On-site café available for convenient meals and refreshments throughout the day.

Applications close on 2 February 2026 

We value diversity and inclusivity, encouraging applications from all backgrounds, including women, Aboriginal and Torres Strait Islander people, and LGBTQIA+ communities. Find out more about our Reconciliation Action Plan and Disability Access and Inclusion Plan. 

Learn more about Western Power here: About (westernpower.com.au) 

Find out how we’re building A Network for Life: A network for life (westernpower.com.au)