Customer Experience & Process Improvement Lead

Knox Dementia Advisory Group; Melbourne; On-site; AUD 115,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

Superannuation support

Job summary

Knox City Council is seeking a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift within the Customer Strategy 2026-2028. This full-time, 2-year fixed-term role reports to the Head of Customer and Service Improvement and focuses on elevating data quality, governance, and digital customer experiences using Pathway.

The role requires delivering cross-department improvements, engaging stakeholders and ensuring successful project outcomes with strong governance and change

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.

Skills

Project management

Change management

Stakeholder engagement

Process improvement

Communication

Job description

Knox City Council is seeking a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift within the Customer Strategy 2026-2028. This full-time, 2-year fixed-term role reports to the Head of Customer and Service Improvement and focuses on elevating data quality, governance, and digital customer experiences using Pathway.

The role requires delivering cross-department improvements, engaging stakeholders and ensuring successful project outcomes with strong governance and change