About Brightwater

At Brightwater, we believe every person has the right to pursue independence and live with dignity. We support people to live their best lives by providing services that are inclusive, meaningful and grounded in empathy, authenticity and innovation.

The Opportunity

We’re looking for a forward‑thinking Customer Experience Manager to shape the future of Brightwater’s customer experience. This role leads the design, implementation and continuous improvement of our customer engagement and experience strategy, ensuring every interaction reflects our purpose and values.

As a key member of the team, you’ll champion the voice of our clients, influence strategic decisions and drive initiatives that elevate the Brightwater experience across the organisation.

What You’ll Do

• Lead the implementation and evaluation of Brightwater’s organisation‑wide customer experience (CX) strategy.
• Embed customer insights across the business through tools and metrics such as NPS, CSAT and customer journey mapping.
• Manage a contemporary Voice of Customer (VOC) program that drives meaningful improvement.
• Translate customer feedback and data into actionable insights and business recommendations.
• Collaborate with People Services to understand the link between employee engagement and customer experience.
• Partner across services to identify improvement opportunities and influence organisational change.
• Support operational planning, including KPI development, reporting and budgeting inputs.
• Research emerging CX trends, industry insights and customer behaviours to inform strategic direction.What You Bring

• Relevant tertiary qualifications or equivalent experience
• Demonstrated experience delivering large‑scale, transformational customer experience initiatives
• Strong capability in CX methodologies, metrics (NPS, CSAT), data interpretation and insights generation
• Exceptional communication and relationship‑building skills, with the ability to influence and collaborate at all levels
• Strong analytical thinking, problem‑solving skills and the ability to thrive in a dynamic environment
• High digital literacy, including Microsoft tools and CX platforms
• Current WA ‘C’ Class Driver’s Licence
• Satisfactory National Police Clearance (within 12 months)
• NDIS Worker Screening Check (or ability to obtain)
• Why Brightwater

You’ll join an organisation that is progressive, values‑driven and committed to inclusion. Our Brightwater Spirit — Caring, Authentic, Progressive and Courageous — underpins everything we do. Here, you’ll be part of meaningful work that genuinely impacts the lives of clients, families and communities.

We offer:

• Competitive salary plus super, with salary packaging benefits up to $18,550 per year
• Access to our BrightwaterPlus program with discounts across 370+ retailers
• Staff gym, onsite café, and free parking
• Hybrid work options for improved work‑life balance
• A supportive, values‑driven workplace where you can make a real impact

Apply Now

If you’re ready to lead a team that is passionate about creating exceptional customer experiences and contributing to positive client outcomes, we encourage you to apply.

Submit your application, including a cover letter, through Brightwater’s online portal by COB 24 April 2026. Shortlisting will begin immediately, and we may close the advert earlier.

For more information, please contact Leanne Dicembre, Recruitment Lead, at [email protected] or 0481 390 646 for a confidential discussion.

Brightwater – Thrive, Connect & Belong