Project Overview

Our client, a consulting firm, is undertaking a strategic body of work for an energy safety regulator to segment its evolving customer base across industry and community audiences, map priority journeys, and assess existing channels against contemporary audience expectations.

The role is for a Channel Assessment Lead/Advisor to bring specialist channel strategy expertise into the engagement, with a particular focus on how channels operate within a regulatory context. This is a 4-6 week project, ideally delivered by a Melbourne-based consultant working alongside the consultancy's team.

The ideal talent is a senior CX or channel strategy consultant with deep experience in regulated environments (energy, utilities, or other regulatory bodies), practical exposure to Microsoft Dynamics, and a strong understanding of the constraints and obligations regulators operate under.

Key Activities

• Assess the client's existing channels (digital, phone, in-person, written) against the needs and expectations of an increasingly diverse industry and community audience base
• Contribute channel strategy expertise to support broader segmentation and journey mapping work streams led by the consultancy team
• Provide a regulatory lens to channel recommendations, ensuring approaches reflect the constraints, obligations, and trust considerations specific to a regulator-audience relationship
• Advise on how Microsoft Dynamics CRM capabilities can support and enable improved channel delivery
• Work closely with the consultancy's project team and client stakeholders to integrate channel findings into the overall customer experience strategy
• Develop clear, actionable recommendations and supporting materials suitable for inclusion in client-facing deliverables

Your Background

Essential:

• 15+ years' experience in CX, channel strategy, or customer engagement consulting
• Proven experience working with or within regulated industries (energy, utilities, financial services, or government/regulatory bodies)
• Practical, hands-on expertise with Microsoft Dynamics CRM
• Strong understanding of the operating constraints and obligations regulators face when engaging industry and community audiences
• Melbourne-based, with availability to engage in person as required

Desirable:

• Experience with audience segmentation and journey mapping methodologies
• Prior experience working alongside or within a management consultancy
• Familiarity with the energy sector specifically (utilities, safety regulation, or energy services)
• Experience translating channel assessments into CRM-enabled delivery models