Coordinator Customer Experience

Randwick City Council; Randwick City Council; On-site; AUD 136,000 - 156,000; Full time

Benefits offered by this job

Flexible working

9-day fortnight

Extra leave

Professional development

Novated leasing

Beachside location

Job summary

Randwick City Council is seeking a Coordinator Customer Experience to lead the CX improvement program across digital channels and service design, partnering with Customer Service, IMT and operations. The role focuses on embedding customer-centric practices, measuring performance, and driving culture change.

You will work with a diverse team to reduce customer effort, elevate satisfaction, and bring the customer's voice into strategy and delivery.

Qualifications

• Degree or equivalent experience coordinating CX projects in a complex organisation.
• Experience coordinating multi-workstream programs with work plans and reporting.
• Knowledge of customer experience and digital service delivery including CRM.
• Strong analytical skills to synthesize surveys and performance data.
• Superior communication and facilitation; build consensus without authority.
• Commitment to continuous improvement and customer-centred service delivery.

Responsibilities

• Lead the implementation of the CX improvement program across channels and culture.
• Work cross-functionally to drive improvements in digital channels and self-service.
• Build customer intelligence and embed measurement in daily work.
• Identify and progress opportunities to lift satisfaction and reduce effort.
• Champion a customer-first mindset across teams.

Skills

Customer experience

CX strategy

Analytical skills

Stakeholder engagement

Facilitation

Continuous improvement

Cross-functional collaboration

Data-driven decision making

Education

Degree in related discipline

Tools

CRM software

Service management systems

Job description

Closing date: 11:59pm AEST on 23 September 2026

Status: Permanent Full-Time (35 hours per week)

Salary: From $135,901 - $156,286 per annum + 12% superannuation

Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Corporate Planning and Performance team is seeking a Coordinator Customer Experience.

Do You

• Ask "what does it look like from the customer's side" in every project meeting?
• Bring the customer's voice into rooms where it isn't lost in systems, process, and regulatory detail?
• Thrive on connecting the dots between service design, digital, and culture change?

Apply your analytical and stakeholder engagement skills to help shape and improve customer experiences. We're looking for a curious and motivated professional who asks, "What is the data telling us?" before jumping to solutions. Bring fresh perspectives, influence positive change, and grow your career in a supportive environment.

Enjoy flexible working arrangements, a 9-day fortnight option, additional leave benefits, professional development opportunities, the option of novated leasing, and a stunning eastern beaches location.

What We Value

We are a dynamic team where integrity, customer focus, accountability, respect, and excellence drive high performance. Our inclusive culture values equity, diversity, and a commitment to supporting our employees and the wider community.

Things You Will Do

• Lead the implementation of council's customer experience improvement program, acting as an internal consultant on CX strategy, digital channels, service design and organisational culture
• Work cross-functionally with Customer Service, IMT and operational teams to drive continuous improvement across digital channels, service journey redesign and self-service capabilities
• Build customer intelligence capability across the organisation, embedding customer-centred service practices and performance measurement into everyday ways of working
• Identify and progress improvement opportunities that lift customer satisfaction and reduce customer effort
• Champion a customer-first mindset across teams, helping others see how their work shapes the customer's experience

You Will Bring

• Degree in customer service, public administration, business or a related discipline, or equivalent industry experience coordinating CX projects within a complex organisation
• Demonstrated experience coordinating multi-workstream programs, including developing work plans, tracking progress and reporting to management in a challenging environment
• Sound working knowledge of customer experience, service request management and digital service delivery, including experience with CRM or service management systems
• Strong analytical skills, with the ability to synthesise insights from customer satisfaction surveys, service performance data and operational reporting to inform improvement
• Superior communication and facilitation skills, with a demonstrated ability to build consensus and drive outcomes across teams without relying on direct authority
• A genuine commitment to continuous improvement and customer-centred service delivery, with a practical, solutions-oriented approach to closing service gaps and supporting cultural change

Further Information

View the position description online or contact Helen Cram, Manager Corporate Planning and Performance on [phone].

Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings.