Title:  Head of Customer Focus

The Opportunity

If you have a passion for driving customer excellence through insights, engagement, and training, this newly created role is for you. We need you to take ownership of the way Veolia creates the best possible customer experience and maintains a constant focus of customer satisfaction. You will develop and embed a Customer Charter, defining Veolia’s commitment to service excellence across all business units, working with managers to integrate this into operational and customer-facing teams. You will own and drive our Voice of the Customer program,  and  use the data  to bring vital customer insights to our business. This is the perfect opportunity for someone who loves to understand customers, use their insights to drive real outcomes and help business managers excel at customer management and retention.  
 

What's on offer

• Newly created role with exposure to our whole organisation
• Great visibility, stakeholder engagement and impact
• Market-leading global environmental services company
   

What you'll be responsible for

• Develop and implement Veolia's Customer experience strategy and Charter across the organization, ensuring integration with operational teams and alignment with business goals

• Lead the Voice of Customer Program, including NPS surveys, and support the development and monitoring of  customer performance metrics to drive continuous improvement

• Design and deliver customer excellence training programs and resources for frontline teams, sales, and leadership to drive a consistent Veolia branded experience

• Spearhead customer advocacy initiatives and act as  the customer champion in business decisions

• Partner with senior leaders and stakeholders across the organization to influence and embed customer excellence without direct authority
 

What you'll need to be successful

• Experience in customer strategy, training, or leadership
• experience.
• Strong ability to translate customer research  data into practical,actionable insights.
• Proven expertise in developing training programs and fostering customer-centric cultures.
• Excellent stakeholder management and influencing skills in a matrix organisation.
• Passion for sustainability and customer-first business models.
   

A Veolia Career

All of our employees are entitled to:

• Our Veolia Cares policy enables parental leave to be offered from day one of your employment regardless of whether you’re on a permanent or fixed term contract
• Employee share plan
• Annual salary review with bonus
• Support to pursue educational and development opportunities
• Access to endless career options and pathways, Veolia promotes from within
• Employee Assistance Program (EAP)
• Bupa health insurance discount
• Corporate Discounts
• Fitness Passport
• Volunteer Opportunities
• Salary sacrificing (i.e. super, novated leases)
   

We are a Circle Back Initiative Employer and commit to respond to every applicant.
 

Our environmental solutions help customers preserve and renew our natural resources, creating a better future for our planet. Here, you’ll have the opportunity to build your career, and a more sustainable world.
 

At Veolia we value diversity, equity and inclusion, we are committed to providing working environments where everyone is included and treated fairly and with respect. We welcome applications from Aboriginal and/or Torres Strait Islander peoples.  The First Nations language where this role is based is Dharug . 
 

We also welcome applications from veterans, people with disability, all gender identities, mature age and early careers, members of the LGBTIQA+ community, and people from all cultural backgrounds. We also encourage our Veterans to visit our Veterans at Veolia webpage.
 

Veolia is committed to conducting recruitment in a fair, ethical and transparent manner based solely on merit. Candidates with direct or indirect personal/professional ties to Veolia and/or any third party related to Veolia business (including but not limited to Veolia's suppliers, customers, partners and competitors) must disclose this information.