Customer and Business Lead Analyst

Who Is TasWater?

TasWater is Tasmania’s water and sewerage provider. We are a statewide team delivering essential services across Tasmania 24/7/365. We are interested in our communities, excited about the future and take pride in the work we do.

We are a values-driven organisation. We are looking for someone who can sign-up to working in a way that reflects our values, who builds respectful relationships and who delivers great results for our customers.

Click here to find out more about our values and what we do.

The Opportunity

Our Customer Experience Team works to embed customer-centricity throughout TasWater. The team manages and improves the experiences customers have when interacting with TasWater through the ongoing development and implementation of our customer experience strategies.

This newly created position will lead the analysis of customer and business requirements, and drive and manage business change initiatives.

This is a permanent full-time position that can be located in Hobart, Launceston or Devonport. Flexible start and finish times and hybrid work arrangements are available. The position attracts a total remuneration package of $134 -170K per annum (including superannuation).

Key Accountabilities

• Evaluate customer interactions and journeys to develop and implement a Voice of Customer program.
• Lead the analysis of business requirements and identify opportunities, risks or issues in a regulatory environment across multiple work streams.
• Conduct research and data analysis to support recommendations for process improvements.
• Evaluate and report on customer service interactions.
• Define business problems via in-depth investigation and gathering of technical and non-technical information.
• Drive and manage projects requirements from inception to delivery.

Your Application

Your application must include a cover letter that tells us about:

• Why you are interested in this role.
• Your experience in business analysis and the ability to articulate results into clear and insightful user stories and specifications.
• Your ability to evaluate information from a variety of sources, understand complex organisational environments, identify process inefficiencies and make recommendations for an improved customer experience.
• Your understanding of customer experience metrics and KPIs.
• Your ability to effectively consult to understand user needs, negotiate solutions and work effectively as part of a team with a broad range of clients and stakeholders.

Why join the TasWater Team?

Our people ensure we achieve our vision to be trusted, respected and making a positive difference to Tasmania.

You can look forward to working in an exciting, stimulating workplace that provides a range of opportunities to make a real difference to the community. We encourage our people to grow their skills and careers in our unique, multi-industry environment, and bring their ideas and innovations to life. We understand the importance of work life balance and have included the specific flexible requirements specific to this role above. Health, Safety & Wellbeing is our number one priority, so if there are any specific flexibility or accessibility requirements not mentioned, please apply and we can consider these.

We want a workplace where people feel empowered to bring their full, authentic selves to work. We are committed to providing a workplace that actively includes and values contributions from any diverse characteristics, experiences and abilities. We look forward to hearing from you and how you would like to make a positive difference to our beautiful island.

We are proud to be recognised as an employer of choice for women by WORK180. View our benefits and policies and the great work we do via this link.

If you’re not already living in Tasmania, this role could lead to the best move of your life. TasWater has many team members that have relocated from interstate and internationally in search of a better way of living. Tasmania gives you the time and space to do what you've always wanted to do. You will live and work in a place where you feel part of a safe and welcoming community, plus experience a world-class urban environment, mild climate, amazing natural spaces, and an innovative business and arts community. Tasmania is a place you can really thrive, no matter at what stage of your career you are at.

How to apply

• Visit our website https://www.taswater.com.au/About-Us to find out more about what we do.
• View the position description here
• If you have any questions about the position, contact Deepti Mishra on 0460 958 802.
• For assistance in applying, click here
• Make sure you follow the instructions in the ‘Your Application’ section above to give yourself the best chance of being selected for interview.
• Submit your application by the closing date of 11am 9 October 2023 by clicking Apply now.