Job Description

• Turn customer interaction data into insights that shape better experiences
• Parramatta – Hybrid Working Arrangements
• Full Time – Permanent Position

About us

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities, and our employees. We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. Our people and their jobs are as diverse as the communities we serve.

About the role

As theInteraction, Performance & Analytics Manager, you will lead a specialist analytics and insights team that provides critical operational and interaction intelligence across Sydney Water’s Customer Experience Group. Your work will help the business understand how customer interactions perform, where improvements are needed, and how data can be used to drive better customer outcomes and operational efficiency.

You’ll also be responsible for translating complex operational data into clear insights, dashboards and reports that inform decision‑making, support regulatory obligations, and enable continuous improvement across customer contact and billing functions. This role plays a key part in Sydney Water’s data transformation journey, helping teams adopt new tools, improve analytical capability and embed data‑driven decision making.

What you’ll do

• Lead a team delivering interaction data, analytics, insights and reporting across the Customer Experience Group
• Provide a centralised source of truth for customer interaction performance, trends and insights
• Design, build and maintain dashboards and performance reporting that support strategic and operational decision‑making
• Identify improvement opportunities through data analysis and support the delivery of initiatives that improve performance, efficiency and customer experience
• Drive innovation through automation, predictive analytics and the use of AI within reporting and insights
• Support and lead project delivery for continuous improvement and strategic initiatives across Customer Contact and Customer Billing, Accounts & Metering
• Provide analysis, forecasting and reporting to support operating licence, compliance and external reporting requirements (e.g. BOM, IPART)
• Partner with senior stakeholders across the business to align data insights to priorities and strategic outcomes
• Build business continuity plans for critical data, reporting and insights platforms

What you’ll bring

You’ll bring strong leadership capability combined with deep analytical expertise, including:

• Tertiary qualifications in business, information technology or a related discipline
• At least 5 years’ experience leading teams that deliver analytics, insights or operational improvement
• Strong customer‑centric mindset with the ability to translate strategy into measurable outcomes
• Proven experience building stakeholder relationships and influencing at senior levels
• Advanced analytical, problem‑solving and critical thinking skills
• Experience delivering performance reporting, dashboards and business intelligence solutions
• Strong people leadership skills, with a focus on capability uplift and team development
• Excellent written, verbal and presentation skills
• Project or program management experience or certification
• Experience working through data or digital transformation initiatives

Essential Requirements

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Interested in this role? Apply now.

Closing date: Monday 13th April 2026.

For more information, or to request an accommodation information, you can contact priscilla.dahdah@sydneywater.com.au

Sydney Water Benefits

• Competitive remuneration that recognises your skills and contribution
• Hybrid work model, supporting balance and collaboration
• Leadership and professional development programs
• 24/7 Employee Assistance Program for you and your family
• Discounted private health insurance
• 18 weeks fully paid parental leave + childcare allowance
• Fitness Passport access to gyms and pools across NSW
• Novated leasing options to support financial wellbeing

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too.

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

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 Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application.

Please see the job profile for the role’s full accountabilities.