Customer Experience Analyst
AU
About the Company
Goulburn Valley Water (GVW) provides quality water and wastewater services to 54 towns in North Central Victoria. Our core purpose is to deliver safe, reliable, and affordable water services to residential, commercial and industrial customers.
With a commitment to delivering exceptional customer outcomes through innovation, collaboration and continuous improvement, we are seeking an experienced Analyst with a passion for delivering changes and improvements.
Reporting to the Customer Services Lead, this position will play a key role in the delivery of the GVW Strategy 2035 and the supporting Customer Roadmap 2025 – 2028 to help us shape and enhance the customer journey.
You are passionate about using data and process improvement to drive meaningful change and help shape the future of water services in our region.
Experience in customer journey mapping, data analysis and process improvement are complemented by your qualifications in Business, Analytics, Customer Experience or a related field.
About your new role...
The key focus of this role is to ensure customers receive a high quality, consistent and contemporary experience from GVW.
With strong analytical skills, attention to detail and a collaborative mindset, you will use data driven insights, process mapping and change management to improve customer service delivery and support strategic initiatives.
This is an excellent opportunity to enhance the customer journey of our operational footprint where we provide water and wastewater services to more than 50,000 households and more than 130,000 people in our region.
You will join a supportive team who are based at the Shepparton Administration Centre in the Fryers Street CBD precinct. You will be afforded the ability to work flexibly, in line with GVW’s flexible working policy.
About you...
To be considered for this role you must have demonstrated some of the following:
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- Diploma or above in Business or Data Analysis or a lesser qualification with a minimum of seven years experience in a similar role.
- Solid experience in customer experience, service analysis, business improvement or customer service operations.
- Ability to use multiple data sources to generate insights.
- Proven experience in business change and process design.
- Excellent communication and interpersonal skills, including written and presentation skills.
- Highly capable in liaising with a range of stakeholders, both internal and external
- Advanced computer skills in particular Microsoft Excel and Business Intelligence skills
- Strong OHS commitment and focus.
- Committed to contributing positively to your team and the organisation.
Please note all applicants must be an Australian Citizen, permanent resident or a visa permitting you to work in Australia and hold a current driver's licence.
Where you'll be working...
Don't take our word for the amazing liveability/lifestyle benefits of the regions we service, check out these sites to learn about where you could work and play; Greater Shepparton region, Go Seymour, Go Nagambie and Strathbogie Shire Podcasts
What you'll get...
You will have the opportunity to join a diverse and inclusive organisation with strong ties to our regional community.
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- Classification GVW4: $99,370 - $120,206 + superannuation (starting salary point is negotiable dependent upon relevant, qualifications, skills, and experience demonstrated)
- A Full-Time position with the opportunity to discuss flexible working options.
- 12 Rostered Day’s Off (RDO’s) per year
- Opportunity to make a difference to the team and wider organisation and contribute to the ongoing liveability and prosperity of the region you live in.
- Shepparton based - regional lifestyle benefits.
- An organisation committed to OHS and safe working practices and the wellbeing of its staff including flu vaccinations, skin checks and Employee Assistance Program (EAP)
- Supportive team culture
- Encouragement and support to pursue professional growth and development opportunities.
- Annual performance reviews that encourage recognise and reward performance.
- Aligned with Community Connect Program - showcasing our region and supporting professionals to settle into town and become part of the community.
- Flexible, diverse, and inclusive workplace
For further information on this position, please contact Bradley Smith, Customer Services Lead on
0438 529 629 or Jonno Bellette on 0477 222 495
Applications close 11.59pm Friday 29 August 2025
Interested?
Please apply via our online portal, clicking the blue "apply" button below
*Please note, when you click the apply button you will be taken to the online application form. Here you will be asked to provide personal and contact details and respond to employment related questions. You will be required to attach your cover letter, resume, and address key selection criteria when prompted
Goulburn Valley Water is an equal opportunity employer valuing all people, diverse backgrounds, experiences, and perspectives
Position Description