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Senior Customer Journey Designer
Energyaustralia
Design and enhance end‑to‑end customer experiences for EnergyAustralia’s products and services.
3d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Melbourne, Victoria, Australia
Hybrid
Company Size
2,500 Employees
Service Specialisms
Energy Solutions
Renewable Energy
Electricity Retailing
Energy Management
Sustainability
Energy Efficiency
Sector Specialisms
Industrial
Commercial
Energy
Residential
Solar
Gas
Battery storage
Renewables
Role
What you would be doing
customer analytics
journey mapping
persona creation
service blueprint
user testing
stakeholder guidance
- Evaluation and analysis of current state customer jobs, customer NPS, previous research, digital pathways, contact centre, chat, website analytics in order to understand and document current state journeys and customer pain points.
- Collaborating with internal SMEs, transformation teams, and external vendors to ensure customer journeys reflect real needs and future capabilities.
- Provide guidance, education and mentorship to the transformation delivery teams, Customer business unit and other stakeholders on what it means to have a customer-led mindset.
- Creating personas, behavioural archetypes, and service blueprints to guide delivery and uplift experience.
- Validating designs through user testing, analytics, and feedback loops.
What you bring
miro
jira
confluence
sharepoint
usertesting
design thinking
- Strong proficiency with relevant tools/platforms such as Miro, Jira, Confluence, SharePoint and testing platforms (e.g. UserTesting.com)
- Familiarity with the latest trends in industry market trends, customer experience, human-centered design and AI best-practice.
- A customer-led mindset and the ability to coach others in best-practice design thinking.
- Extensive experience in designing and delivering customer journeys for complex programs of work (transformation program experience highly favourable)
- The curiosity to dig deep into data, systems, and customer insights — and the courage to challenge the status quo.
- Demonstrated significant experience in customer experience design, journey mapping, or service design, or significant experience in these areas and experience in a business analysis/process design role.
- Exceptional organisational skills and attention to detail, with the ability to think strategically and execute tactically.
- 20 weeks’ paid parental leave – completely gender-equal.
- Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year.
- Supportive leaders and a down-to-earth culture where you can be your authentic self.
- A team and organisation that truly supports hybrid working / flexible working (this is not an on-site role).
- Employee discounts on electricity and gas, plus savings on major brands and products.
- Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together.
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Company
Overview
100 years
Years in Operation
The company has a century-long history of providing energy solutions.
- With a focus on transitioning to renewable energy, they are a major player in Australia's energy market.
- They operate a mix of conventional and renewable energy assets, including wind, solar, and gas.
- Their residential and commercial solutions help customers reduce energy costs and embrace sustainable energy sources.
- The company has a diverse portfolio of energy projects, from large-scale solar farms to advanced grid management systems.
- They are committed to driving the clean energy future while ensuring reliable and affordable energy for all.
- Prioritize the safety and wellbeing of their people, customers, and communities.
- Listen to their customers, understand their needs, and work to meet their expectations.
- Do the right thing by their people, customers, and communities.
- Work together to find solutions and achieve results.
- Embrace change and challenge the status quo to find new ways of doing things.
70% Growth
Renewable Energy Generation
The company has significantly expanded its renewable energy output in recent years.
Net Zero by 2050
Carbon Neutral Goal
Committed to achieving net-zero emissions by the year 2050.
- Investing in renewable energy to power homes and businesses.
- Committed to reducing carbon emissions across operations.
- Focused on building a more sustainable energy future with cleaner and smarter energy solutions.
- Advocating for policies that support the transition to a low carbon economy.
42% Female Leadership
Gender Balance
The leadership team reflects a significant proportion of female representation.
- Committed to fostering a diverse workforce across gender, age, and ethnicity.
- Initiatives to support inclusive leadership and promote women in energy-related roles.
- Active employee-led groups dedicated to improving workplace inclusivity.
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