Customer Experience & Service Improvement Lead

Campbelltown City Council; Campbelltown; On-site; AUD 103,000 - 112,000; Full time

Benefits offered by this job

35 hours/week

Salary + 12% super

Fortnightly pay

Generous leave & development

Employee Assistance Program (EAP)

Fitness passport & corporate fitness

Staff car park

Job summary

Campbelltown City Council in Campbelltown NSW is seeking a Customer Improvement Partner for a permanent full-time role, 35 hours per week, to lead the design and improvement of customer journeys across Council services, improving ease of access and outcomes for customers and the Council.

Working with the Customer Experience Program Manager, you will translate CX strategy and insights into practical service improvements, guiding discovery through delivery and embedding sustainable changes across

Qualifications

• Tertiary qualifications in Business, Data, Communications, Marketing, UX Design or equivalent extensive work experience
• Demonstrated experience in establishing service design
• Strong expertise in recommending CX metrics, journey mapping and analytics
• Highly developed interpersonal, negotiation and communication skills with staff, customers and stakeholders
• Excellent communication, storytelling and executive presentation skills
• Experience working in complex organisations

Responsibilities

• Lead service design and improvement activities from discovery through to delivery
• Translate CX strategy and customer insights into practical service improvements
• Collaborate with service owners and operations to embed sustainable improvements across Council

Education

Tertiary qualifications

Service design experience

CX metrics & journey mapping

Interpersonal & leadership

Communication & presentation

Experience in complex organisations

Job description

Campbelltown City Council in Campbelltown NSW is seeking a Customer Improvement Partner for a permanent full-time role, 35 hours per week, to lead the design and improvement of customer journeys across Council services, improving ease of access and outcomes for customers and the Council.

Working with the Customer Experience Program Manager, you will translate CX strategy and insights into practical service improvements, guiding discovery through delivery and embedding sustainable changes across