Coordinator Service Outcomes

City of Boroondara; City of Boroondara; Hybrid; AUD 136,000 - 152,000; Full time

Benefits offered by this job

Flexible work

Hybrid work

Supportive environment

Competitive salary

Job summary

City of Boroondara in Victoria is seeking a Coordinator Service Outcomes to lead the Service Outcomes team within the Strategy and Performance department. The role focuses on end-to-end service reviews, shaping how Council delivers services for the community, and embedding continuous improvement across the organisation.

You will lead a cross-functional team, work with senior leaders, and develop evidence-based recommendations using analytics, customer insights, and benchmarking to improve

Qualifications

• The successful candidate will have a proven track record of leading and delivering complex, end-to-end service reviews and process improvement initiatives across multi-disciplinary service areas with competing priorities.
• You are a collaborative and influential leader who builds trusted relationships across all levels of an organisation to achieve shared outcomes.
• Your strong analytical and problem-solving skills enable you to translate data, insights and customer feedback into practical recommendations and sustainable improvements. You are confident facilitating workshops, navigating complex discussions and presenting opportunities and outcomes to senior stakeholders.

Responsibilities

• Maintain and oversee Council's service review framework and deliver a prioritised program of service reviews.
• Assess service need, effectiveness, efficiency, value for money and alignment with Council priorities.
• Use financial, operational and customer data, insights and benchmarking to develop evidence-based recommendations. Identify and assess opportunities for responsible AI enablement and automation, in partnership with technology and governance teams.
• Support service owners to implement endorsed recommendations with action plans that include clear accountabilities, milestones and measurable benefits.
• Oversee the evolution of the customer insights roadmap.
• Build strong relationships with operational teams and stakeholders to make reviews and improvements succeed.
• Monitor, evaluate and report on improvement activities, outcomes and benefits.
• Lead, develop and motivate the Service Outcomes team.

Job description

• Exciting opportunity to help shape how Council delivers services for our community
• Flexible, hybrid, supportive work environment
• Full time role Salary $136,121 - $152,407 plus super and RDO

Are you passionate about creating meaningful outcomes for customers, the organisation and the community? Are you a confident, influential leader who can influence stakeholders at every level? The City of Boroondara is looking for a Coordinator Service Outcomes to lead the Service Outcomes team in its dynamic Strategy and Performance department.

A little bit about the role

In this impactful role, you will lead complex, end-to-end service reviews and help shape how Council delivers services for our community. You will lead the development and delivery of frameworks and initiatives that strengthen operational effectiveness and support service delivery aligned to Council’s strategic objectives and community outcomes. You will deliver a prioritised service review program and embed a culture of continuous improvement across the organisation.

You will lead a cross-functional team of specialists in service outcomes, customer insights, data analytics and continuous improvement and innovation. Working closely with leaders and teams across the organisation, you will identify, prioritise and deliver improvements that enhance customer experience, organisational performance and service outcomes.

You will contribute to Council’s improvement prioritisation methodology, embed benefits realisation practices, and lead the evolution of customer insights capability to support evidence-based decision-making and better service design.

With a strong focus on collaboration, innovation and measurable outcomes, you will build organisational capability and champion a culture of continuous improvement that delivers lasting value for our community.

Key responsibilities include:

• Maintain and oversee Council's service review framework and deliver a prioritised program of service reviews.
• Assess service need, effectiveness, efficiency, value for money and alignment with Council priorities.
• Use financial, operational and customer data, insights and benchmarking to develop evidence-based recommendations. Identify and assess opportunities for responsible AI enablement and automation, in partnership with technology and governance teams.
• Support service owners to implement endorsed recommendations with action plans that include clear accountabilities, milestones and measurable benefits.
• Oversee the evolution of the customer insights roadmap.
• Build strong relationships with operational teams and stakeholders to make reviews and improvements succeed.
• Monitor, evaluate and report on improvement activities, outcomes and benefits.
• Lead, develop and motivate the Service Outcomes team.

A little bit about you

The successful candidate will have a proven track record of leading and delivering complex, end-to-end service reviews and process improvement initiatives across multi-disciplinary service areas with competing priorities.

You are a collaborative and influential leader who builds trusted relationships across all levels of an organisation to achieve shared outcomes.

Your strong analytical and problem-solving skills enable you to translate data, insights and customer feedback into practical recommendations and sustainable improvements. You are confident facilitating workshops, navigating complex discussions and presenting opportunities and outcomes to senior stakeholders.

You will bring experience designing and implementing improvement governance frameworks, measuring and reporting benefits realisation, and applying structured methodologies such as Lean, Six Sigma, service design or related disciplines along with relevant industry experience.

You will have strong problem-solving, data analysis and reporting skills, including integrating financial, operational and customer evidence to assess service delivery options.

Most importantly, you are passionate about improving services, enhancing customer outcomes and delivering lasting value for the community.

Want to know more

You can connect further and gain a better insight into this opportunity by reviewing the Position Description

Employment requirements

• Applicants must have the right to work in Australia
• Preferred applicants will be required to undergo a National Police Record Check

The City of Boroondara is committed to providing systems that are accessible to as many people as possible.

We understand that this portal may not meet the needs of people who rely on Assistive Technology or have other diverse requirements. If you have any difficulty using our recruitment system, please do not hesitate to contact People Culture and Development on (03) 9278 4*** or ***@boroondara.vic.gov.au to allow us to help in any way we can.

Council recognises the benefits of a diverse workforce for its employees and customers. To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance. Council is a child safe organisation and as such, some positions may require the incumbent to hold a Working with Children Check.

Working together

We are currently undertaking an exciting project that will see a transformation in the way we work and the way we serve our customers. Implementation of the Transforming Boroondara Program will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal - we value your input and look forward to our journey ahead.