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Senior Customer Advocacy Specialist

  • LocationParramatta, NSW 2150
  • Work TypeFull time
  • Positions1 Position
  • Applications Close AtCloses in a day
    Published on 13 Oct 2021
  • Job no: H9M74
  • Category: Customer, Strategy and Engagement, Customer Direction and Experience
  • Parramatta location – near train station
  • Hybrid working available in line with our Flexible Working - Our Way approach


At Sydney Water, we’re passionate about making a positive contribution to the lives of our customers, communities and our environment.

About us

We have a proud heritage and a bright, progressive future, providing world-class drinking water and beautiful waterways from the mountains to the sea. We embrace innovation and encourage diversity – importantly our people and their passion for their work are key to achieving our vision of creating a better life. 

About the role

As part of the Customer Advocacy team you will work collaboratively with teams and senior leaders across the organisation to advocate for customers and drive a step change in customer centricity, maturity and experience. You will challenge the status quo to ensure business-wide adoption of insights and customer-centric decision-making.


Accountabilities & Deliverables

Develop and implement enterprise and other frameworks to embed customer centricity into BAU ways of working enabling customer centric decision making. This also includes influencing the challenging the inclusion of customer centricity and insights into current decision models and frameworks.

Provide thought leadership on the approach and management of the Community Advisory Council. Ensure quality insights are sought and gathered from the members of each interest group and these insights are represented in business decisions, business plans and Regulatory Price Submissions.

Provide advice and guidance to ensure market and customer insights inform the development and review of corporate strategy, strategic business plans and other significant decision-making activities across Sydney Water.

Market scanning and building productive industry and external ‘thought leader’ alliances to better understand customer trends and insights, and translate these into actionable recommendations for Sydney Water.  

Ensure adoption of the voice of the customer across the Regulatory Price Submissions to achieve a customer advocated pricing submission, and challenge current practices, systems and processes to ensure those customer advocated decisions and commitments outlined in the Regulatory Price Submissions are actioned and embeded within BAU.


About you

You are a self-starter who can deal with ambiguity and knows how to build trust, create certainty and prioritise to achieve sustainable change. You are a strategic thinker with a demonstrated ability to build and maintain strong relationships and influence key stakeholders (internal and external).

You consistently communicate with impact and get cut through using your highly developed written and verbal communication, facilitation and negotiation skills. Degree qualification in business or a related field.


Experience & Skills:

Demonstrated ability to positively influence, advise and work collaboratively with all levels of an organisation, including senior leaders, to achieve business outcomes in a complex environment

Demonstrated experience in resolving complex issues arising from conflicting priorities and agendas involving diverse and complex stakeholder groups

High level of commercial acumen, with a demonstrated ability to balance customer, stakeholder and business needs

Solid understanding of Sydney Water’s operating and regulatory environment (desirable)


Closing date: 24 October 2021

Please see the position description for the role’s full accountabilities

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact

Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.

Please advise if you require any adjustments to actively participate in the application and recruitment process.

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s TermsPrivacy Policy and Sydney Water’s Privacy Collection Statement – Job Application

  • Closes in a day - 24 Oct 2021
  • Published on 13 Oct 2021, 5:16 AM