Customer Experience Improvement Lead

Agency Jacana Energy Apply online link

Work Unit Service Innovation https://jobs.nt.gov.au/Home/JobDetail s?rtfId=356002

Job title Customer Experience

Improvement Lead Agency information www.jacanaenergy.com.au

Designation Jacana Energy Level 3

Information for applicants

Job type Full time Applications must include a one-page summary about you, a detailed resume and copies of

Duration Fixed for 12 months tertiary qualifications. For further information for

$107,296 - $130,442 applicants and example applications see: Salary http://www.nt.gov.au/ocpe

Location Darwin Special Measures

Position 42260021 Jacana Energy values diversity in the workplace that number represents the community. Therefore, under an approved Special Measures Plan, eligible Aboriginal

RTF 356002 and Torres Strait Islander (Aboriginal) applicants will be granted priority consideration for selection. For

Closing 25/09/2026 more information on Special Measures, go to the

OCPE website.

Information about selected applicant’s 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:

http://www.nt.gov.au/ocpe

Contact

Melissa Geraghty at

[email protected]

ABOUT THE ROLE

As a Customer Experience Improvement Lead, you will identify, influence, and implement improvements to customer experience, operational processes, systems, and service delivery across Jacana Energy’s Customer Experience (CX) contact centre operations.

You will partner with operational teams, stakeholders, and technology partners to develop practical solutions, build stakeholder support, and deliver initiatives that achieve measurable customer and business outcomes.

Using customer insights, data, continuous improvement practices, and technology-enabled solutions, you will enhance customer satisfaction, employee effectiveness, and operational performance while fostering a culture of customer focus and continuous improvement.

CORE RESPONSIBILITIES

What you will be doing:

1. Identify, evaluate, and prioritise opportunities to improve customer experience,

operational processes, systems,



and service delivery across customer operations.
1. Analyse customer feedback, complaints, operational performance data, and frontline

insights to identify root causes, inform decision-making, and support continuous improvement.
1. Collaborate with stakeholders and frontline teams to design practical, customer-focused

solutions that balance customer, employee, and business needs.
1. Lead the delivery of improvement initiatives and strategic projects, coordinating activities

across teams to achieve successful implementation, adoption, and measurable business outcomes.
1. Lead change activities, including stakeholder engagement, communication, training, and

adoption planning, to embed sustainable improvements and ways of working.
1. Facilitate customer journey mapping, process reviews, workshops, and service design

activities to identify and implement improvement opportunities.
1. Assess business systems and technology capabilities, identify innovation opportunities,

and monitor improvement outcomes to drive customer, operational, and employee performance.
1. Actively collaborate, cross-skill, and provide support across Service Innovation functions

to maintain business continuity and deliver coordinated team outcomes. SELECTION CRITERIA The ideal candidate must have:

1. Demonstrated experience in customer experience, service improvement, contact centre

operations, change management, or a related field.
1. Proven ability to lead and deliver customer and operational improvement initiatives that

achieve measurable outcomes.
1. Demonstrated experience leading change and influencing stakeholders to achieve

successful adoption of new processes, systems, and ways of working.
1. Strong analytical and problem-solving skills, including the use of customer and

operational data to inform decisions and identify improvement opportunities.
1. Demonstrated technical aptitude and ability to leverage business systems and





technology-enabled solutions to improve service delivery and customer outcomes.
1. Sound understanding of customer-centered service design, customer journey mapping,

and process improvement methodologies.
1. Demonstrated initiative, curiosity, and commitment to continuous learning, with the

ability to embrace innovation, adapt to change, and work effectively both independently and collaboratively to achieve outcomes.
1. Proven commitment to providing a high standard of customer service and operating

within the values of Integrity, Innovation, Teamwork, Diversity and Employee Wellbeing.

You may also have:

1. Experience improving contact centre platforms (e.g. Genesys).
2. Knowledge of UX design principles and experience improving customer-facing

webforms and digital channels.

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.

Cultivates Innovation Creating current and better way for the organisation to be successful.

Decision Quality Making good and timely decisions that keep the organisation moving forward.

Manages Conflict Handling conflict situations effectively with a minimum of noise.

Optimises Work Processes Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Values Differences Recognising the value that different perspectives and cultures bring to an organisation.

HOW TO APPLY

If you meet the above selection criteria and have the required capabilities, apply for this vacancy online at https://jobs.nt.gov.au/Home/JobDetails?rtfId=356002

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.

📌 Customer Experience Improvement Lead (Darwin)
🏢 Jacana Energy
📍 Darwin