Coordinator Customer Experience

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

Benefits offered by this job

9-day fortnight

Novated leasing

Flexible working arrangements

Additional leave benefits

Professional development opportunities

Job summary

Randwick City Council is seeking a Coordinator Customer Experience to lead the council’s CX improvement program, acting as an internal consultant on CX strategy, digital channels, service design and culture change.

You will work with Customer Service, IMT and operations to redesign journeys, enhance self-service and embed customer-centric performance metrics across the organisation.

Qualifications

• 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 with work plans, progress tracking and management reporting.
• Sound working knowledge of customer experience, service request management and digital service delivery, including CRM or service management systems.
• Strong analytical skills to synthesize insights from surveys and performance data to inform improvement.
• Superior communication and facilitation skills to build consensus and drive outcomes without direct authority.

Responsibilities

• 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

Skills

Analytical skills

Communication & facilitation

Customer-centric mindset

Stakeholder engagement

Education

Degree in CX/related discipline or equivalent

Job description

Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia

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.

• 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].

Note, please provide comprehensive answers to the questions in the online application in your own words to be considered for the position.

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

Randwick City Council is an equal opportunity employer, and we value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.

Job function Professional and Administrative Position

Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia