About Us
Murrumbidgee Irrigation (MI) is one of Australia's largest private irrigation companies, serving over 3,000+ landholdings across 378,000+ hectares. Our irrigation and drainage services have helped to create a diverse and highly productive agricultural region known as the Murrumbidgee Irrigation Area (MIA), home to over 50,000 people. We are a dynamic and innovative regional company with approximately 160 employees across two locations in the MIA - Griffith and Leeton.
About The Role
* Planning: Develop and execute innovative strategies to identify opportunities and challenges, manage risk, and align with business priorities.
* Service Delivery: Lead and implement a comprehensive customer experience (CX) strategy, oversee CX programs, and track KPIs to measure impact. Provide training and coaching to build internal capability.
* Stakeholder Engagement: Build and maintain productive relationships with internal and external stakeholders, gather insights and feedback, and drive continuous improvement efforts.
* Leadership: Inspire and enable your team by modelling our values and fostering a positive, inclusive workplace culture. Build a high-performing team, provide regular feedback, and encourage innovative problem-solving.
* Customer-Centric Culture: Embed a customer-centric mindset across teams, influence key stakeholders, and drive cultural change.
About You
* Tertiary qualifications in Business, Marketing, or a relevant field.
* Demonstrated professional experience in customer experience or service leadership roles.
* Proven experience in leading teams to deliver customer-focused change initiatives.
* Strong knowledge of customer experience principles, including journey mapping, VoC programs, and satisfaction measurement.
* Excellent interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels.
* Strong analytical abilities to identify trends, issues, and opportunities for improvement.
* Expertise in program and project management, including KPI development and tracking.
* Creative thinking and the ability to innovate solutions.
Why Join Us?
* Be part of a values-driven organisation dedicated to regional productivity and customer satisfaction.
* Lead transformative initiatives that make a real impact.
* Work in a collaborative and supportive environment that values innovation and continuous improvement.
* Enjoy opportunities for professional growth and development.
We are seeking a dynamic and experienced Customer Experience Manager to lead and drive customer-focused change across Murrumbidgee Irrigation. This role is pivotal in enhancing customer satisfaction, improving engagement, and embedding a customer-centric culture. You will balance operational management of customer services with leading enterprise-wide change, fostering collaboration across teams, and leveraging data-driven insights to deliver measurable improvements in the overall customer experience.