Senior Customer Experience & Service Transformation Lead

Willoughby City Council; Sydney; Hybrid; AUD 105,000 - 122,000; Full time

Benefits offered by this job

Flexible working

Rostered days off

Fitness Passport

Job summary

Willoughby City Council is seeking a Senior Customer Experience and Service Transformation Officer to lead initiatives that enhance customer experience and service delivery for the community. You will drive end-to-end reviews, engage stakeholders, analyze data and report on performance to support sustainable improvements.

Reporting to the Team Leader, you will translate insights into practical solutions, coach teams and champion a culture of continuous improvement across the organisation while

Qualifications

• Relevant tertiary qualifications and/or substantial experience in customer experience, service improvement or change management.
• Experience delivering customer experience and service improvement initiatives from concept to implementation.
• Strong understanding of customer experience principles and service design methodologies.
• Experience leading service reviews, process improvement projects and transformation initiatives.
• Excellent written and verbal communication with stakeholder engagement.

Responsibilities

• Deliver complex customer experience and service improvement initiatives aligned with organisational priorities.
• Plan end-to-end service reviews with scoping, stakeholder engagement, data collection, analysis and reporting.
• Examine customer journeys, service interactions and internal processes to identify opportunities for improvement.
• Provide specialist advice on customer experience, service design, continuous improvement and transformation initiatives.
• Translate insights into practical improvement solutions and develop reports for senior leadership.

Skills

Customer experience

Service improvement

Change management

Stakeholder engagement

Analytical thinking

Communication

Education

Tertiary qualification

Job description

Willoughby City Council is seeking a Senior Customer Experience and Service Transformation Officer to lead initiatives that enhance customer experience and service delivery for the community. You will drive end-to-end reviews, engage stakeholders, analyze data and report on performance to support sustainable improvements.

Reporting to the Team Leader, you will translate insights into practical solutions, coach teams and champion a culture of continuous improvement across the organisation while