CX Improvement Lead – Pathway Uplift Project

Council Jobs

Melbourne

Hybrid

AUD 115,000 - 129,000

Full time

8 days ago

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Job summary

Knox City Council invites applications for a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift Project. Based at Knox Civic Centre in Wantirna South, this full-time, 2-year fixed-term role focuses on improving customer data quality, governance, processes, reporting and digital experiences within Pathway.

Flexible working is supported to meet operational needs. Reporting to the Head of Customer and Service Improvement, you will drive governance, stakeholder engagement and

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.

Responsibilities

Lead the delivery of the Pathway CRMS Uplift Project across Knox City Council.
Engage stakeholders across the organisation and with external vendors.
Deliver sustainable process improvements and build organisational capability.
Ensure successful project outcomes through governance and change management.

Skills

Complex project delivery

Change management

Business process analysis

Communication & facilitation

Pathway knowledge

Job description

Flexible working is supported to meet operational needs. Reporting to the Head of Customer and Service Improvement, you will drive governance, stakeholder engagement and

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