Motivated to achieve my best
By Joel McIlvenny, Digital Content Specialist
I started as Digital Copywriter in Customer Experience (CX) more than 15 months ago and was quickly promoted to Digital Content Specialist within a few weeks here.
My key focus is managing content across the corporate website and I’m currently working across the organisation to audit, refine and upkeep the 700+ pages on the site, ensuring all content is up to date and it provides the best customer experience.
I also make sure it’s compliant and it aligns with how we want to interact with our customers.
Growth and achievement
I’ve achieved a lot in my short time at Yarra Valley Water, including being part of the digital metering project.
Between the Customer Experience team, Technology team, Digital Metering rollout team, Strategic Communications, Customer Care and multiple design agencies, there were lots of different teams involved at multiple points throughout the project.
Despite multiple setbacks, we were able to deliver a meaningful customer experience and achieved our project goals by being curious about each person’s part in the delivery.
Focusing on community
I’m always satisfied when my work is community focused.
I’m particularly proud of developing language cards and translated web content for Culturally and Linguistically Diverse (CALD) communities as part of the digital metering project.
This allowed customers – who don’t speak English as a first language – access to the information they needed to learn about digital meters.
It also kicked off a conversation around how the organisation can further engage with diverse language communities.
Team and culture makes it special
While I’m proud of what I’ve achieved, it’s the support of my team and Yarra Valley Water’s culture that make coming to work so rewarding.
My team is incredible and senior leadership is extremely approachable, passionate and supportive.
The hybrid working culture is amazing and the respect, flexibility and empathy is present in every interaction I’ve had at the organisation so far.
I have drawn on my previous leadership experience, where I led from the middle – so I’m always looking for ways to support the team around me or seeing how I can give others the opportunity to shine and move forward.
The ‘One Team’ value here means collaboration, trust and openness. These are all things that I bring to work every day.
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