Head of Customer Experience (Public Sector)

Inner West Council; Sydney; Hybrid; AUD 256,000 - 271,000; Full time

Benefits offered by this job

Gym membership

Flexible work arrangements

Job summary

Inner West Council in Sydney, NSW, is seeking a Senior Manager Customer Experience to lead the council’s customer experience services, strategy and insights across channels. You will drive a customer-centric culture, resolve complaints, and oversee service delivery with a focus on continuous improvement.

The role requires extensive leadership experience and qualifications in business or related fields, with flexible work options and a competitive salary of around AUD 255,650–271,298 per year

Qualifications

• Relevant tertiary qualifications in business, customer experience, public administration or related discipline, or equivalent senior leadership experience.
• Extensive experience leading and developing large high performing teams in a complex, high-volume and customer-focused organization.
• Ability to develop and implement customer experience strategies, service standards, and customer-centred improvement initiatives with multiple priorities and deadlines in a high-demand environment.
• Strong knowledge of voice of the customer and customer journey mapping with facilitation, stakeholder engagement and influencing skills.

Responsibilities

• The Senior Manager Customer Experience is responsible for leading Council’s Customer Experience service unit to deliver responsive, accessible and customer-centred services across Council’s customer channels; driving a customer-centric culture across the organisation and ensuring decisions are based on real customer insights; and resolving complaints, turning them into organizational learning and improvement.
• The role oversees customer service delivery, the customer experience strategy, customer insights, and customer feedback resolution through expert leadership and team coordination.

Skills

Leadership

Customer experience

Stakeholder engagement

Change management

Education

Relevant tertiary qualifications in business, customer experience, public administration or related discipline

Job description

Inner West Council in Sydney, NSW, is seeking a Senior Manager Customer Experience to lead the council’s customer experience services, strategy and insights across channels. You will drive a customer-centric culture, resolve complaints, and oversee service delivery with a focus on continuous improvement.

The role requires extensive leadership experience and qualifications in business or related fields, with flexible work options and a competitive salary of around AUD 255,650–271,298 per year