Customer Journey & Experience 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

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