Customer Systems Improvement Manager

Join Ausgrid as we embark on our exciting transformation journey! Permanent Full Time | Competitive Package + Bonus Opportunity Join us at our brand new Headquarters in Honeysuckle, Newcastle OR Sydney HQ Ausgrid is on an exciting transformation journey and now is the time to be a part of something big. We are proud to service Australia's east coast, as a leading business in energy distribution, delivering a safe and reliable electricity supply to more than 1.8 million homes – that's over four million Australians relying on us every day.
Our vision is simple; for our communities to have the power for a resilient, affordable net zero future.
We take pride in knowing that the work we collectively achieve today will transform the world tomorrow. We value a culture of working and living safely, being customer focused, commercially minded, collaborative, honest, accountable, and respectful. Our values are not just initiatives driven by leaders; they define the way we work.
Your new role Reporting to the Senior Manager of Continuous Improvement, you will play a pivotal role as the Customer Systems Improvement Manager, with a primary accountability to lead and implement digital focused business improvements that yield positive outcomes for customers, enhance the company's reputation, and support commercial objectives. In this capacity, you will oversee a program of customer-focused improvement initiatives, guiding each phase from research and identification to journey mapping, solution design, pilot testing, and implementation. Your efforts will be directed toward delivering sustained, measurable results and ensuring a positive return on investment.
Your responsibilities will include the delivery of improvement opportunities in business systems and processes, from identification through to implementation using robust analysis and digital project management techniques, allowing you to implement changes to business systems and processes that align with Ausgrid's strategic goals. Developing comprehensive business cases for improvement initiatives will be essential to justify and support your proposed changes. Collaboration will be key, as you work effectively across Ausgrid to implement improved customer outcomes while identifying stakeholder needs and proactively maintaining positive experiences.
Effective project and program delivery will be crucial in your role, necessitating strong business planning, efficient work scheduling, and seamless execution of change and continuous improvement initiatives. You will be responsible for providing proactive communication and engagement regarding initiatives to the relevant business units, focusing on enhancing Ausgrid's reputation with both customers and stakeholders. Your problem-solving skills will be invaluable as you address challenges within the business, offering insightful actions to improve customer outcomes.
Adopting a fact and evidence-based approach to decision-making will guide your strategies and actions. Additionally, you will capture and document project learnings, facilitating organisational knowledge sharing and training. Your work will reflect Ausgrid's values, ensuring adherence to policies and procedures that promote a safe, healthy, and inclusive work environment. Placing the customer at the center of all decision-making will be fundamental, as will your role in coaching and guiding stakeholders through the delivery of initiatives.
Ultimately, your ability to influence and drive change will be essential in transforming customer experiences and advancing Ausgrid's continuous improvement objectives.
Spark our interest! Our hiring decisions are not only based on your experience and skills but your passion, attitude, and alignment to our core values.
The successful candidate will bring a strong track record of initiating, driving, and implementing improvement initiatives, particularly in integrated digital business systems. Your expertise in project delivery will be complemented by a practical understanding of various project management philosophies and methodologies, including Agile and Scrum approaches, as well as traditional Waterfall. This diverse skill set will enable you to effectively navigate and manage projects from inception through to completion.
You will possess the ability to identify and analyse issues, problems, and opportunities, drawing informed conclusions to propose actionable solutions. Your conflict resolution skills will be essential in helping others adapt to change, fostering a collaborative environment during transitions. Strong administrative and organisational skills will further enhance your capability to coordinate, prioritise, and deliver a wide range of varied activities efficiently.
Established interpersonal skills will enable you to effectively engage with diverse stakeholder groups, ensuring that communication and collaboration remain strong throughout the project lifecycle. Your recognised excellence in analytical, problem-solving, and decision-making skills will contribute to the overall success of initiatives. Additionally, your communication skills, both written and oral, will be highly evident, facilitating clear and effective information sharing across all levels of the organisation.
Advanced literacy in Microsoft Office and relevant systems will support your work, allowing you to produce high-quality documentation and reports. A background in a related field, coupled with equivalent experience in a similar role, will further enhance your application. Experience in the implementation of Continuous Improvement techniques, such as Lean and Six Sigma, will round out your profile, equipping you with the tools needed to drive meaningful change and improve organisational performance.
Recognised qualifications in digital project and program delivery, such as Agile, Scrum, or SAFe are highly desired. If this is you, we strongly encourage you to apply!
Grow with Ausgrid
To continue building on our rich heritage, we actively invest in our people's development through secondments, onsite training, mentoring circles, e-learning, Australian Graduate School of Management programs (UNSW) and study assistance.
It is through our investment in our people that the average tenure across the business is 14 years and our current turnover is sitting at a market competitive rate of just 3.9%.
Ausgrid perks
Revel in more than just a competitive salary! Our employees enjoy a dynamic range of market leading support and safety services, wellbeing programs, corporate discounts, and flexibility arrangements in many forms.
Our people are paramount to the continued success of Ausgrid, therefore celebrating great work is important to us! It's not just the big wins that count; we have provided our employees the opportunity to applaud peer successes daily through our Amped Recognition Program. But let's not forget the major milestones! For those ready to exceed expectations, anticipate a nomination for a CEO award at our formal end of year Award gala.
Belonging at Ausgrid At Ausgrid, we are powered by diversity. Our customers come from all walks of life, and so do we! We are committed to creating a diverse, respectful, and inclusive workforce and encourage applications from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, people from culturally diverse backgrounds, and members of the LGBTQIA+ community.
If you require support with your application/reasonable adjustments for the interview process, please reach out to our dedicated Talent team - ******.
Join us in shaping a diverse and inclusive workforce where everyone can thrive.

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