Customer Strategy Lead

About the role:

 

The Customer Strategy Lead shapes and delivers Transgrid’s customer strategy across the end-to-end customer experience and connection lifecycle.

 

Working within Customer Strategy and Engagement, the role sets the direction for how Transgrid understands, engages and creates value for customers, translating strategy into practical initiatives, standards and measurable outcomes.

 

The role is also a catalyst for customer-centric culture across the business, embedding customer thinking, behaviours and accountability into everyday decisions and ways of working. It builds the tools, capability and forums that enable teams to put customers at the centre of what they do.

 

Using customer insight, market intelligence and voice-of-customer feedback, the role identifies improvement opportunities, reduces customer handoffs, improves connection timeframes and drives better customer and stakeholder outcomes.

 

The Customer Strategy Lead also provides evidence-based insights and recommendations to support executive decision-making and continuous improvement.

 

What you’ll do

 

• Lead the development and implementation of Transgrid's customer strategy and customer experience roadmap.
• Champion customer-centric thinking and influence change across a large and diverse organisation.
• Use customer insights, market intelligence and voice-of-customer feedback to identify improvement opportunities and drive better outcomes.
• Partner with senior leaders and key stakeholders to shape strategic decisions and deliver measurable business improvements.
• Develop frameworks, tools and governance that help teams consistently put customers at the centre of decision-making.

 

What you’ll bring

 

• Tertiary qualifications at degree level in a relevant discipline (such as business, commerce, law, engineering or a related field), or equivalent relevant experience.
• Demonstrated experience in developing and implementing customer, experience or engagement strategies, ideally within the energy, infrastructure or a comparable regulated industry.
• Proven ability to lead culture change and embed customer-centric behaviours and capability across a large, matrixed organisation.
• Strong strategic thinking and problem-solving skills, with the ability to translate insight and ambiguity into clear strategies, roadmaps and measurable outcomes.
• Sound working knowledge of the electricity industry, including transmission network connections, renewable energy and REZ developments, and the customer touchpoints across the network connection lifecycle.
• Excellent stakeholder engagement, communication and influencing skills, with the ability to build trust and shape decisions at senior management, executive and Board level.
• Experience using customer insight, data and voice-of-customer feedback to define measurable experience metrics and drive business improvement.

 

Why this role?

 

This is an opportunity to influence how Transgrid delivers value to customers at a pivotal time in Australia's energy transition. You'll work with senior leaders to shape customer strategy, drive meaningful change and improve customer outcomes across critical energy infrastructure projects. Join a purpose-driven organisation where your work will have a lasting impact on customers, communities and the future energy network.

 

Our Values

 

Transgrids core values encompass safety, achievement, integrity, and service. Prioritising safety above all, the company emphasises making a meaningful impact through achievement, upholding honesty through integrity, and delivering exceptional outcomes for customers and communities through dedicated service. These values are ingrained in the actions and behaviours of Transgrids people, who embody them every day.

 

Recognition & Reward

 

We believe in providing our people personal, professional and social benefits so that they can deliver their best work every day. Employees have access to a range of corporate discounts across retail, utilities, travel, health & wellbeing etc, as well as novated leasing options, flexible workplace policies, 20 weeks paid parental leave and more!                                                                                               

 

Applications close on the 4th of September 2026 - Please note, our vacancy close dates may be subject to change, and we will assess applications as they are received.

 

Join us in shaping the future of Australia's energy network. Apply today and be a key part of the transition to a sustainable energy future.

 

Transgrid is committed to Health and Safety, the Environment, Equal Employment Opportunity, Diversity and Ethical Practices. All applicants are expected to demonstrate an understanding of and commitment to these areas.

We do not accept agency introductions as Transgrid operates a direct sourcing model.