Customer Improvement Partner

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

Benefits offered by this job

Permanent full-time position working ,

Salary from $103,151.11 to $111,651.61

Fortnightly Pay

Generous leave provisions and PD

EAP access

Fitness passport / corporate fitness

Secure staff car park & public transit

Job summary

Campbelltown City Council is seeking a Customer Improvement Partner to lead the design and improvement of customer journeys across Council services, making it easier for customers to access and navigate services while delivering better outcomes for both customers and Council.

You will translate CX strategy and insights into practical service improvements, lead service discovery and redesign end-to-end journeys, and embed sustainable improvements across Council through collaboration with service

Qualifications

• Tertiary qualifications in Business, Data, Communications, Marketing or UX Design or equivalent.
• Demonstrated experience in establishing service design.
• Strong expertise in CX metrics, customer journey mapping and analytics.
• Interpersonal, negotiation and communication skills with team management ability.
• Excellent communication, storytelling and executive presentation skills.
• Experience working in complex organisations.

Responsibilities

• Lead the design and improvement of customer journeys across Council services to ease access and improve outcomes.
• Translate CX strategy, insights, and service data into practical service improvements.
• Guide service design and implementation activities from discovery through delivery with sustainable improvements.

Skills

Service design

CX metrics

Stakeholder management

Presentation skills

Communication

Education

Tertiary qualifications in Business, Data, Communications, Marketing, UX Design

Job description

Permanent full-time position working 35 hours per week

Salary from $103,151.11 to $111,651.61+ 12% Super

About us:

We are not your usual. We are upbeat, resourceful and determined. Our staff and community are at the core of what we do, looking for ways to work together and support each other. Naturally welcoming, we share good-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started.

About the role:

We are looking for a Customer Improvement Partner to lead the design and improvement of customer journeys across Council services, making it easier for customers to access and navigate services while delivering better outcomes for both customers and Council.

Working closely with the Customer Experience Program Manager, you will translate CX strategy, customer insights and service data into practical service improvements. You’ll lead service discovery, identify opportunities to reduce customer effort and redesign end-to-end journeys, processes and service experiences.

Partnering with service owners, operational teams and key stakeholders, you will guide service design and implementation activities from discovery through to delivery and embed sustainable improvements across Council. This is an opportunity to influence how Council services are designed and delivered, creating simpler, more seamless experiences for customers while improving operational effectiveness.

The successful candidate will demonstrate the following key skills and attributes:

• Tertiary qualifications in Business, Data, Communications, Marketing, UX Design or equivalent extensive work experience


• Demonstrated experience in establishing service design


• Strong expertise in recommending which CX metrics deliver success, customer journey mapping and analytics


• Highly developed interpersonal, negotiation and communication skills, including high level engagement, and team management skills with the ability to build relationships with staff, customers and stakeholders


• Excellent communication, storytelling and executive presentation skills

Experience working in complex organisations

As a member of our friendly and passionate team, you’ll receive the following benefits:

• Permanent full-time position working 35 hours per week


• Salary from $103,151.11 to $111,651.61+ 12% Super

Fortnightly Pay

Generous leave provisions and professional development opportunities

Access to our Employee Assistance Program (EAP)

Access to fitness passport and corporate fitness membership program

Secure staff car park and close to public transport

Key contact:

For further information on this position please contact Jaime Nelson, Manager Customer Experience on [phone].

Campbelltown City Council is an Equal Employment Opportunity employer and values the unique contributions of all people. Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people with a disability are encouraged to apply.

Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.