Digital Experience and Optimisation Specialist at Yarra Valley Water

, , Australia -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

113862.32

Posted On

02 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

GA4, Behavioural Analytics, FullStory, HotJar, JIRA, Confluence, MIRO, Agile Delivery Practices, A/B Testing, User Stories, WCAG Accessibility, Stakeholder Engagement, Data Analysis, UX Collaboration, Product Decision Support, Digital Adoption

Industry

Utilities

Description

Position overview Permanent, Full-time opportunity True hybrid working – work from home and our Mitcham office $107,675.65 - $113,862.32 per annum plus 12% superannuation The Role MyAccount is Yarra Valley Water’s fast-growing digital self-service platform, currently supporting more than 100,000 customers, with aspirations to scale significantly as part of our 2030 Strategy. We’re looking for a Digital Experience & Optimisation Specialist to help improve how customers interact with our authenticated portal from registration and onboarding through to feature adoption and self-service success. Working closely with the MyAccount Lead, UX, Service Design and Process teams, you’ll use behavioural analytics, experimentation, and structured problem-solving to identify friction points, improve journeys, and support evidence-based product decisions. This is a hands-on high-impact role focused on increasing digital adoption, conversion optimisation, strengthening platform accessibility and enabling evidence-based product decisions. If you enjoy combining data, digital journeys, and practical delivery support - this role is for you. About Us We’re on a mission to create a brighter future, where you can be a change maker at the actual source. We’re one of Australia’s largest water utilities with over 30% of Victoria’s population relying on us for their essential water and sanitation services. Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you’ll be inspired and challenged to grow alongside us. We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management. Your Key Responsibilities Set up and analyse event level data (GA4 or equivalent), build funnels and cohorts, and translate findings into clear insights that support Product Owner decision-making. Maintain journey metrics and a weekly product health dashboard used by the Product Owner and stakeholders. Support A/B testing, significance checks, and evidence-based recommendations. Translate defined problems into clear user stories and acceptance criteria, maintaining them in JIRA and Confluence. Map simple process flows and business rules where required. Partner with UX and Service Design to connect research insights with behavioural analytics. Document WCAG accessibility considerations and support accessibility checks and safety-by-design controls. Contribute to release readiness, help/knowledge content, and stakeholder updates. Monitor tracking quality, data gaps, and risks, raising issues early and proposing fixes. Monthly tracking quality, data gaps and risks, raising issues early. Use behavioural analytics tools such as FullStory, HotJar, or similar. Support backlog refinement and Agile ceremonies. Work with Technology and operational teams to facilitate through UAT and deployments. Support safety-by-design and privacy-conscious digital practices. Build strong relationships across hybrid working environments, contributing to a culture of integrity, and proactive problem solving. What we’re Looking For Advanced experience with GA4 and behavioural analytics tools such as FullStory, Hotjar or similar. High proficiency with JIRA, Confluence, MIRO, and Agile delivery practices. Experience using digital funnels and customer journeys. Proven ability to convert data into insights, and insights into clear requirements and user stories. Strong written and verbal communication and stakeholder engagement skills. Working knowledge of WCAG accessibility principles. Strong written and verbal communication and stakeholder engagement skills Working knowledge of WCAG accessibility principles. Understanding of safety-by-design (privacy, consent, safe channels). Exposure to authenticated portals or self-service environments Proactive, reliable, and collaborative working style with strong self-management. Curious mindset, high integrity, and willingness to engage across sites in a hybrid environment To view the full position description, click HERE Why Yarra Valley Water? We celebrate and encourage new thinking at every level. Creating opportunities for you to grow – both professionally, and personally. When you flourish, we all do. $107,675.65 - $113,862.32 per annum plus 12% superannuation Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE. Free and secure on-site parking with on-site café at our Mitcham office. 14 weeks paid leave parental leave. 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause. Request to swap certain public holidays for another day of paid leave. To read more about our benefits and culture, read our employee handbook HERE. Did you know? Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit. How to apply Applications should include a supporting Cover Letter and Resume. Closing date: Tuesday 17th March 2026 This position is available for Yarra Valley Water employees and external applicants. We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA+ community and people of all cultural backgrounds. If you need this information in an accessible format or would like to discuss reasonable adjustments during the recruitment process. Please call 03 9872 2599 or email dei@yvw.com.au. If you need any help with the application process or would like to discuss the recruitment process, please contact us via email recruit@yvw.com.au. Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.

Responsibilities

The specialist will be responsible for setting up and analyzing event-level data (GA4/equivalent), building funnels, and translating findings into clear insights to support product owner decision-making regarding the MyAccount platform. Key duties also involve supporting A/B testing, maintaining product health dashboards, translating problems into user stories, and ensuring platform accessibility compliance.