APS Level 5 - Customer Experience Officer

Australian Government Department of Health, Disability and Ageing; Canberra; On-site; AUD 75,000 - 85,000; Full time

Job summary

A government health department in Canberra is looking for an APS Level 5 individual to enhance customer experience. This role requires analyzing customer data and developing strategies to improve satisfaction across multiple service providers. Ideal candidates will exhibit strong stakeholder management and communication skills, ensuring a consistent service experience meets customer expectations. If you're passionate about customer-centric service, this opportunity may be just for you.

Qualifications

• Proficient in reviewing and analysing customer experience data.
• Ability to identify improvements for better user experience.
• Experience in managing escalations and complaints.

Responsibilities

• Develop and implement strategies to enhance customer satisfaction.
• Ensure service experience meets customer expectations.
• Manage relevant policies and procedures specific to IT operations.

Skills

Customer mindset

Stakeholder management

Strong communication skills

Job description

The Department of Health, Disability and Ageing are seeking an APS Level 5 to support our Customer Experience function, we are looking for a high performing individual who is proficient in reviewing and analysing customer experience data to draw meaningful insights and identify improvements to deliver better user experience, including accessibility and usability.

The ideal candidate will have a customer centric mindset with strong stakeholder management and communication skills. They will ensure that the end-to-end service experience across multiple service providers meets customer expectations and delivers consistent value.

They will be responsible to develop and implement strategies to enhance customer satisfaction, relevant policies and procedures specific to IT operations while managing escalations and complaints through formal and informal governance mechanisms.

Applicants are asked to quote reference number 25-ITDIV-30738 to assist when making an enquiry