Coordinator, Customer Experience - Shape CX Strategy

Randwick

Randwick City Council

On-site

AUD 136,000 - 156,000

Full time

3 days ago

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Benefits offered by this job

Flexible working arrangements

9-day fortnight

Additional leave benefits

Professional development opportunities

Novated leasing

Job summary

Randwick City Council's Corporate Planning and Performance team is seeking a Coordinator Customer Experience to lead the council's CX improvement program, acting as an internal consultant on customer experience strategy, digital channels, service design and cultural change.

You will work across Customer Service, IMT and operations to redesign journeys, implement self-service options, build customer insight capabilities and measure performance, helping teams adopt a customer-first mindset and

Qualifications

Experience coordinating CX projects within a complex organisation.
Strong analytical skills; able to synthesize insights from surveys and performance data.
Superior communication and facilitation skills to build consensus across teams.

Responsibilities

Lead the implementation of the council’s customer experience improvement program.
Collaborate with Customer Service, IMT and operations to improve digital channels and service journeys.
Build customer intelligence capability and embed customer-centred practices.
Identify opportunities to lift customer satisfaction and reduce customer effort.
Champion a customer-first mindset across teams.