Customer Experience Improvement Specialist (Pathway Uplift Project)

Council Jobs; Melbourne; Hybrid; AUD 115,000 - 129,000; Full time

Job summary

Knox City Council invites applications for a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift Project. Based at Knox Civic Centre in Wantirna South, this full-time, 2-year fixed-term role focuses on improving customer data quality, governance, processes, reporting and digital experiences within Pathway.

Flexible working is supported to meet operational needs. Reporting to the Head of Customer and Service Improvement, you will drive governance, stakeholder engagement and

Qualifications

• Demonstrated experience delivering complex projects across multiple business areas.
• Strong change management and stakeholder engagement capabilities.
• Experience analysing business processes and implementing service improvements.
• Excellent communication, facilitation and problem-solving skills.
• Knowledge of customer request management systems, data quality and governance principles, with Pathway experience highly regarded.

Responsibilities

• Lead the delivery of the Pathway CRMS Uplift Project across Knox City Council.
• Engage stakeholders across the organisation and with external vendors.
• Deliver sustainable process improvements and build organisational capability.
• Ensure successful project outcomes through governance and change management.

Skills

Complex project delivery

Change management

Business process analysis

Communication & facilitation

Pathway knowledge

Job description

Customer Experience Improvement Specialist (Pathway Uplift Project)

Are you an experienced project and change management professional with a passion for improving customer experiences and driving organisational transformation? Knox City Council is seeking a highly motivated Customer Experience Improvement Specialist for a two-year fixed-term opportunity to lead the delivery of the Pathway CRMS Uplift Project, a flagship initiative within our Customer Strategy 2026–2028.

Reporting to the Head of Customer and Service Improvement, you will lead a complex, organisation-wide program focused on enhancing customer data quality, governance, business processes, reporting capabilities and digital customer experiences through Council’s Customer Request Management System (Infor Pathway).

Working collaboratively across Council and with external vendors, you will engage stakeholders, deliver sustainable process improvements, build organisational capability, and ensure successful project outcomes through effective project governance and change management.

This is a full-time, 2 year fixed-term role based at Knox Civic Centre in Wantirna South. We support flexible working arrangements while ensuring operational needs of the role are met.

This is a Band 7 classified role. Remuneration will be $115,162.08 to $129,157.23 (depending on experience) (pro-rata for part time) plus superannuation in accordance with the Superannuation Guarantee.

What you will bring to this role

The key selection criteria for this role are:

• Demonstrated experience delivering complex projects across multiple business areas.
• Strong change management and stakeholder engagement capabilities.
• Experience analysing business processes and implementing service improvements.
• Excellent communication, facilitation and problem-solving skills.
• Knowledge of customer request management systems, data quality and governance principles, with Pathway experience highly regarded.

At Knox City Council, you'll join a customer-focused organisation committed to innovation, collaboration and continuous improvement. This is an exciting opportunity to deliver meaningful change that enhances services for our community and strengthens organisational capability.

For further information on this role please contact Craig King, Head of Customer and Service Improvement, at **********@knox.vic.gov.au

A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.

Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.

Why work at Knox

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community.As an employee of Knox, you can enjoy:

• Accrued or rostered days off available for full-time roles, depending on operational requirements
• Broad range of leave options including 18 weeks' primary and 5 weeks' secondary parental leave
• Salary sacrifice option for Council-owned childcare fees
• Opportunities to take on temporary roles or work in different teams to build skills and support career growth
• Support towards further study
• 50% off Knox Leisureworks memberships
• Employee Assistance Program (EAP) for support in managing personal and work-related challenges.

To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox

Inherent requirements

To view the inherent requirements for this position please see attachment below.

• Office Based role(s) - Inherent Requirements Table .DOCX

Our commitments

Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organization by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.

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