Customer Experience Strategy Coordinator

Randwick City Council; Randwick City Council; On-site; AUD 136,000 - 156,000; Full time

Benefits offered by this job

Flexible working

9-day fortnight

Extra leave

Professional development

Novated leasing

Beachside location

Job summary

Randwick City Council is seeking a Coordinator Customer Experience to lead the CX improvement program across digital channels and service design, partnering with Customer Service, IMT and operations. The role focuses on embedding customer-centric practices, measuring performance, and driving culture change.

You will work with a diverse team to reduce customer effort, elevate satisfaction, and bring the customer's voice into strategy and delivery.

Qualifications

• Degree or equivalent experience coordinating CX projects in a complex organisation.
• Experience coordinating multi-workstream programs with work plans and reporting.
• Knowledge of customer experience and digital service delivery including CRM.
• Strong analytical skills to synthesize surveys and performance data.
• Superior communication and facilitation; build consensus without authority.
• Commitment to continuous improvement and customer-centred service delivery.

Responsibilities

• Lead the implementation of the CX improvement program across channels and culture.
• Work cross-functionally to drive improvements in digital channels and self-service.
• Build customer intelligence and embed measurement in daily work.
• Identify and progress opportunities to lift satisfaction and reduce effort.
• Champion a customer-first mindset across teams.

Skills

Customer experience

CX strategy

Analytical skills

Stakeholder engagement

Facilitation

Continuous improvement

Cross-functional collaboration

Data-driven decision making

Education

Degree in related discipline

Tools

CRM software

Service management systems

Job description

Randwick City Council is seeking a Coordinator Customer Experience to lead the CX improvement program across digital channels and service design, partnering with Customer Service, IMT and operations. The role focuses on embedding customer-centric practices, measuring performance, and driving culture change.

You will work with a diverse team to reduce customer effort, elevate satisfaction, and bring the customer's voice into strategy and delivery.