Customer Experience Manager at Western Power in Australia | Kablio

Role

Description

strategy development

experience metrics

journey mapping

service design

customer training

best practices

In this role you will lead the development and delivery of Western Power’s customer strategy, champion a customer‑centric culture and drive improvements in customer experience performance. You will work closely with Customer Insights to implement experience metrics, monitor feedback and ensure enterprise‑wide sharing of insights. You will design service plans that optimise interactions across all channels, embed customer‑centric training with the People business unit and provide expertise in journey mapping and service design.

Lead development and delivery of Western Power’s customer strategy, fostering a customer‑centric culture.
Implement and monitor customer experience metrics, translating feedback into enterprise‑wide improvements.
Design and optimise service plans to ensure seamless, consistent experiences across all channels and touchpoints.
Collaborate with the People business unit to embed customer‑focused training, leadership behaviours and values.
Provide expertise in customer journey mapping, service design blueprints and CX standards.
Stay abreast of industry best practices and emerging trends to continually enhance the customer experience.

Requirements

commerce

marketing

customer experience

leadership

data‑driven

collaboration

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

The successful candidate will have a tertiary qualification in Commerce, Marketing or a related discipline, extensive experience in customer experience, and a proven track record of developing and implementing CX strategies and service plans. Strong leadership, influencing, communication and interpersonal skills are essential, as is the ability to build collaborative partnerships and use customer insights to drive improvements.

Hold a tertiary qualification in Commerce, Marketing or a related discipline.
Possess extensive experience in customer experience, including developing and executing CX strategies and service plans.
Demonstrated ability to use customer insights and data to drive service improvements at an enterprise level.
Strong leadership, influencing, communication and interpersonal skills, with a proven track record of championing the voice of the customer.
Skilled at building collaborative and consultative partnerships across the organisation.

Benefits

Employees enjoy a competitive salary with 11% superannuation, flexible work arrangements, professional development opportunities, and an award‑winning recognition programme. Additional perks include access to employee network groups, the option to purchase up to four weeks of extra leave, salary packaging, social club activities and discounted health insurance and gym memberships.

By joining Western Power you will contribute to a cleaner energy future, benefit from a culture that supports career progression and work‑life balance, and enjoy facilities such as end‑of‑trip amenities, an on‑site café, wellness leave days and more. Applications close on 2 February 2026.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded 2006

Year Established

The company was established to manage the electricity distribution network across Western Australia.

88,000 km

Powerlines Managed

Extensive network of powerlines ensuring reliable electricity distribution.

2.5M People

Served

Provides essential electricity services to urban and regional communities.

Focus on modernizing infrastructure with smart grid technology to enhance reliability and reduce outages.
Key role in connecting renewable energy sources, such as wind and solar, to promote cleaner energy solutions.
Typical projects include construction and maintenance of substations, distribution lines, and cutting-edge technology integration.
Noteworthy projects involve automated fault detection systems and grid resilience initiatives for extreme weather events.

Culture + Values

Creates continuous education in cultural awareness for cultural competency above public sector requirements.
Strengthening understanding and relationships with local indigenous culture through Noongar Alternative Heritage Agreements.
Dual naming of depots and office meeting rooms in Aboriginal languages.
Inclusion of Aboriginal artwork across sites, carrying meaning of place.
Committed to mutually beneficial relationships with Aboriginal and Torres Strait Islander communities, fostering inclusion through employee networks.
Openness to cultural learning and reconciliation through Reconciliation Action Plan activities such as NAIDOC, bush tucker lunches, and traditional dance.

Environment + Sustainability

30% Emission Reduction

Greenhouse Gas Reduction

Achieved a 30% reduction in greenhouse gas emissions since 2008.

33% Renewable Energy

Grid Energy Source

Approximately one-third of grid energy is now sourced from renewable resources.

25% EV Fleet Transition

Light Vehicle Transition

A target to transition at least 25% of the light vehicle fleet to electric vehicles by 2025.

70% Biodegradable Oils

Synthetic Ester Oils

Synthetic ester transformer oils used, which are 70% more biodegradable than traditional mineral oils.

Net‑zero greenhouse gas emissions target by 2050
More than 65% of the Perth metro area benefits from underground power, improving capacity for renewables
Connecting renewables through community batteries, SPS, microgrids, mini‑pumped hydro, and virtual power plant trials
Clean Energy Link – North Region funded with $655 million, plus $503 million planning for further SWIS grid augmentation

Inclusion & Diversity

Women 10%

Engineering Roles

Women hold 10% of engineering roles within the organization.

46% Senior Leadership

Women in Senior Roles

Women account for 46% of senior leadership positions.

7% Electricians

Women in Trade

Women make up 7% of electricians, exceeding the national average of 2%.

4 Women Directors

Board Representation

Four of the six board members are women, including the Board Chair.

Women represent 31% of leadership roles and 46% of senior leadership roles
Seven of 31 recently recruited electrical/line‑worker apprentices are women
Established six employee network groups advocating equity and inclusion, including one focused on gender
Diversity, Equity & Inclusion Strategy includes developing and tracking DEI metrics, aligned to business operations

Articles

What we do

Electrical contractors

Ventia – delivering service excellence for Western Power

Ventia renews Western Power contract

Western Power Wikipedia

Role

Description

strategy development

experience metrics

journey mapping

service design

customer training

best practices

Lead development and delivery of Western Power’s customer strategy, fostering a customer‑centric culture.
Implement and monitor customer experience metrics, translating feedback into enterprise‑wide improvements.
Design and optimise service plans to ensure seamless, consistent experiences across all channels and touchpoints.
Collaborate with the People business unit to embed customer‑focused training, leadership behaviours and values.
Provide expertise in customer journey mapping, service design blueprints and CX standards.
Stay abreast of industry best practices and emerging trends to continually enhance the customer experience.

Requirements

commerce

marketing

customer experience

leadership

data‑driven

collaboration

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

Hold a tertiary qualification in Commerce, Marketing or a related discipline.
Possess extensive experience in customer experience, including developing and executing CX strategies and service plans.
Demonstrated ability to use customer insights and data to drive service improvements at an enterprise level.
Strong leadership, influencing, communication and interpersonal skills, with a proven track record of championing the voice of the customer.
Skilled at building collaborative and consultative partnerships across the organisation.

Benefits

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded 2006

Year Established

The company was established to manage the electricity distribution network across Western Australia.

88,000 km

Powerlines Managed

Extensive network of powerlines ensuring reliable electricity distribution.

2.5M People

Served

Provides essential electricity services to urban and regional communities.

Focus on modernizing infrastructure with smart grid technology to enhance reliability and reduce outages.
Key role in connecting renewable energy sources, such as wind and solar, to promote cleaner energy solutions.
Typical projects include construction and maintenance of substations, distribution lines, and cutting-edge technology integration.
Noteworthy projects involve automated fault detection systems and grid resilience initiatives for extreme weather events.

Culture + Values

Creates continuous education in cultural awareness for cultural competency above public sector requirements.
Strengthening understanding and relationships with local indigenous culture through Noongar Alternative Heritage Agreements.
Dual naming of depots and office meeting rooms in Aboriginal languages.
Inclusion of Aboriginal artwork across sites, carrying meaning of place.
Committed to mutually beneficial relationships with Aboriginal and Torres Strait Islander communities, fostering inclusion through employee networks.
Openness to cultural learning and reconciliation through Reconciliation Action Plan activities such as NAIDOC, bush tucker lunches, and traditional dance.

Environment + Sustainability

30% Emission Reduction

Greenhouse Gas Reduction

Achieved a 30% reduction in greenhouse gas emissions since 2008.

33% Renewable Energy

Grid Energy Source

Approximately one-third of grid energy is now sourced from renewable resources.

25% EV Fleet Transition

Light Vehicle Transition

A target to transition at least 25% of the light vehicle fleet to electric vehicles by 2025.

70% Biodegradable Oils

Synthetic Ester Oils

Synthetic ester transformer oils used, which are 70% more biodegradable than traditional mineral oils.

Net‑zero greenhouse gas emissions target by 2050
More than 65% of the Perth metro area benefits from underground power, improving capacity for renewables
Connecting renewables through community batteries, SPS, microgrids, mini‑pumped hydro, and virtual power plant trials
Clean Energy Link – North Region funded with $655 million, plus $503 million planning for further SWIS grid augmentation

Inclusion & Diversity

Women 10%

Engineering Roles

Women hold 10% of engineering roles within the organization.

46% Senior Leadership

Women in Senior Roles

Women account for 46% of senior leadership positions.

7% Electricians

Women in Trade

Women make up 7% of electricians, exceeding the national average of 2%.

4 Women Directors

Board Representation

Four of the six board members are women, including the Board Chair.

Women represent 31% of leadership roles and 46% of senior leadership roles
Seven of 31 recently recruited electrical/line‑worker apprentices are women
Established six employee network groups advocating equity and inclusion, including one focused on gender
Diversity, Equity & Inclusion Strategy includes developing and tracking DEI metrics, aligned to business operations

Articles

What we do

Electrical contractors

Ventia – delivering service excellence for Western Power

Ventia renews Western Power contract

Western Power Wikipedia