Coordinator Customer Experience and Improvement

Careers at Council; Newcastle-Maitland; Hybrid; AUD 105,000 - 122,000; Full time

Benefits offered by this job

Competitive salary plus 12% superann

Temporary 18-month contract

Hybrid work: office and from home

Job summary

Lake Macquarie City Council is seeking a Customer Experience and Improvement Coordinator on a temporary 18-month full-time contract. You will lead Council's Voice of Customer program and shape an organisation-wide approach to capturing and applying customer feedback and service data.

You will work cross-functionally to translate insights into practical improvements, manage customer research, journey mapping and reporting, and support better planning and service design for our community.

Qualifications

• Experience in customer research or insight-led service improvement.
• Ability to translate feedback into measurable service improvements.
• Strong stakeholder engagement and influencing skills.

Responsibilities

• Lead development and delivery of the Voice of Customer program.
• Analyse customer data to inform planning and service design.
• Translate insights into practical recommendations for improvements.

Skills

Customer insights

Data analysis

Stakeholder engagement

Journey mapping

Job description

Coordinator Customer Experience and Improvement

Customer Experience and Improvement Coordinator

Temporary 18-month Contract – Full Time

Are you a customer experience leader who knows how to turn feedback, data and insights into meaningful service improvements? Join Lake Macquarie City Council as our Customer Experience and Improvement Coordinator and help shape an organisation-wide Voice of Customer approach that strengthens decision-making, builds capability and delivers better outcomes for our community.

• Champion the customer voice across Council, building capability so teams can design more informed, consistent and customer-centred services
• Lead a whole-of-Council Voice of Customer program that turns feedback, research and service data into meaningful improvements
• Join an employer that values work-life balance and supports employees to thrive at work and beyond

LET’S EXPLORE THE JOB

In this role, you will lead the development and delivery of Council’s Voice of Customer program and customer experience improvement framework, creating a consistent organisation-wide approach to capturing, analysing and applying customer feedback, insights and service data. As part of the Customer Experience leadership team, you will help connect customer insights with organisational priorities, supporting better planning, service design and continuous improvement.

You will take a hands‑on leadership approach across customer insights, quality assurance and knowledge management, while also contributing directly to activities such as customer research, journey mapping, surveys, insight reporting and improvement tracking. Working closely with teams across Council, you will translate feedback and service data into practical recommendations that help improve experiences for our customers and community.

Read the position statement and learn more about this exciting opportunity.

LET’S HEAR ABOUT YOU

Our ideal candidate is a collaborative, strategic and curious customer experience professional who can see the story behind the data and turn insights into action. You will bring sound experience in customer research or insight-led service improvement, with the confidence to influence stakeholders, guide teams and embed customer-centred thinking across an organisation.

You will also bring demonstrated skills in analysing complex customer, operational and service data, using human-centred design methods to understand needs, identify pain points and support measurable service improvements. Your leadership and stakeholder engagement skills will help build capability, align work programmes and support better outcomes for our customers.

LET’S REVEAL THE PERKS

• Competitive salary from $105,134 - $122,182 a year plus 12% superannuation
• Temporary 18-month Contract
• 35 hours per week
• Work a mixture of office, on site and from home
• We value your health and wellbeing and offer generous, discounted gym memberships through our Corporate Fitness program, connect with colleagues through our social club, be inspired by regular wellbeing initiatives, annual flu vaccinations, and confidential support via our employee assistance (EAP) program
• Free parking within walking distance of our office building
• Along with many other perks that come from choosing Lake Mac!

CHOOSE THE LAKE MAC WAY

We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you join a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.

We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disabilities. We understand the skills and attributes veterans can bring to our Council.

LET’S START

Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a medical assessment which may include alcohol and other drugs testing.