Chief Customer Officer
Agency Jacana Energy Apply online link
Work Unit Customer Experience
Job title Chief Customer Officer Agency information
Designation Executive Contract
Officer 3
Information for applicants
Job type Full time Applications must include a one-page
summary about you, a detailed resume and
Duration Fixed for up to 4 years copies of tertiary qualifications. For further
Salary $269,482 information for applicants and example applications see: OCPE website
Location Darwin Special Measures
Position 50795 Jacana Energy values diversity in the workplace
number that represents the community. Therefore,
under an approved Special Measures Plan,
RTF Aboriginal applicants will be granted priority
consideration for selection. For more
Closing 05/01/2026 information on Special Measures, go to the
OCPE website.
Information about selected applicants'
merit
If you accept this position, a summary of your
merit (including work history, qualifications,
experience, skills, etc.) will be provided to
other applicants to enable transparency and
understanding of the decision. For further
information see: OCPE website
Contact officer
Tom Korecki on or
ABOUT THE ROLE
The Chief Customer Officer is responsible for shaping and leading Jacana Energy's
customer strategy at the executive level, ensuring a seamless, innovative, and customer-
centric experience across all touchpoints. As a key member of the Executive Leadership
Team reporting directly to the CEO, this role represents the voice of the customer and
overseas all customer-facing functions, including brand, marketing, internal and external
communications, call centre operations, billing, credit management, and the Products
Team. With the energy industry undergoing rapid transformation, the Chief Customer
Officer plays a pivotal role in driving service innovation, quality assurance, continuous
improvement, and engagement strategies that strengthen Jacana Energy's connection with
the Northern Territory community.
CORE RESPONSIBILITIES
What you will be doing:
1. Oversee customer-facing functions including billing, credit and collections, the customer
contact centre, Service Innovation, and the Products Team, with a view to providing a high-
quality, tailored customer experience whilst meeting agreed financial performance targets.
1. Champion the evolution of a customer-centric culture throughout the business through the
development and execution of the customer experience strategy, leveraging customer
research, analytics, segmentation, and insights.
1. Oversee the development and execution of a channel management strategy to facilitate the
uptake of digital services and ensure customer experiences are tailored and seamless across
all customer-facing channels.
1. Lead the development and execution of brand and marketing strategies to embed the Jacana
Energy brand within the NT community, including oversight of internal and external
communications and engagement initiatives.
1. Lead the strategic planning process for all customer-facing functions, developing and
reporting customer-focused strategic objectives and performance measures and allocating
resources accordingly.
1. Oversee the delivery of major customer-related initiatives using structured project
management and change management methodologies. Ensure successful implementation,
stakeholder engagement, and sustainable adoption of new systems and processes.
1. Represent the customer voice at the executive level, influencing strategic decisions and
fostering cross-functional collaboration including building strong relationships with internal and
external stakeholders to support customer outcomes.
1. Drive service innovation across the organisation, embedding a culture of continuous
improvement and quality assurance to enhance customer outcomes and operational
efficiency.
1. Develop and implement measures to assess, monitor, and mitigate risk in the areas of
responsibility of the role and ensure that compliance requirements are met.
10.Comply with the Northern Territory Public Sector (NTPS) and Jacana Energy Code of
Conduct, NTPS and Jacana Energy policies, procedures as well as other relevant regulatory
guidelines.
SELECTION CRITERIA
The ideal candidate must have:
1. Demonstrated leadership skills at a senior management or executive level, with extensive
experience leading, developing and engaging employees within a utilities business or
customer-facing environment.
1. Proven ability to leverage customer data and insights to deliver excellent customer outcomes
whilst meeting financial performance targets.
1. Strong understanding of commercial drivers, financial management, and operational
performance metrics within customer-facing environments including the ability to balance
strategic vision with operational execution to deliver measurable outcomes.
1. Demonstrated experience at senior management or executive level in planning, prioritising
and coordinating resources to keep our customers happy.
1. Commercial and business acumen, ability to develop and implement business strategies and
influence outcomes across a range of different stakeholders.
1. Demonstrated ability to achieve key performance indicators in a customer-facing environment.
2. Experience leading service innovation, quality assurance, and continuous improvement
initiatives.
8. Demonstrated ability to lead marketing and communications functions, including internal
engagement and external brand positioning.
9. Exceptional communication and interpersonal skills with the ability to influence and
collaborate effectively at executive and board levels including experience in engaging internal
and external stakeholders to align customer strategies with organisational goals and
regulatory requirements.
1. Commitment to providing a high standard of customer service and operating within the
Jacana Energy corporate values of Integrity, Innovation, Teamwork, Diversity and Employee
Wellbeing.
You may also have:
1. Tertiary qualifications in marketing, commerce, business, or other relevant discipline.
2. Previous experience in the retail energy sector would be highly regarded.
3. Demonstrated political, business, governance, and financial acumen with a good knowledge of
current and emerging issues in the electricity industry.
4. Experience working in a heavily regulated industry.
CORE COMPETENCIES
Our core competency guide is the foundation tool in building and developing individual
employee growth, and outlines the behavioural skills and performance expected of all
employees across our organisation which aligns to Jacana Energy values.
Drives Engagement Creating a climate where people are motivated to do their
best to help the organisation achieve its objectives.
Delivers Vision and Purpose Painting a compelling picture of vision and strategy that
motivates others to action.
Organisational Acumen Maneuvering comfortably through complex policy,
process, and people-related organisation dynamics.
Situational Adaptability Adapting approach and demeanour in real time to match
the shifting demands of different situations.
Strategic Mindset Seeing ahead to future possibilities and translating them
into breakthrough strategies.
HOW TO APPLY
If you meet the above selection criteria and have the required capabilities, apply for this
vacancy online at
FURTHER INFORMATION
The recommended applicant may be required to undergo a criminal history check prior
to selection being confirmed. A Criminal history will not exclude an applicant from this
position unless it is a relevant criminal history. When choosing to apply for this position,
the applicant should consider the full requirements of the position in aligning their work
experience and capabilities to this role.
Jacana Energy offers a range of employee incentives. Head over to our careers
page for more.