Service Outcomes Lead - Continuous Improvement & Insights

City of Boroondara; City of Boroondara; Híbrido; AUD 136.000 - 152.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work

Hybrid work

Supportive environment

Competitive salary

Descripción de la vacante

City of Boroondara in Victoria is seeking a Coordinator Service Outcomes to lead the Service Outcomes team within the Strategy and Performance department. The role focuses on end-to-end service reviews, shaping how Council delivers services for the community, and embedding continuous improvement across the organisation.

You will lead a cross-functional team, work with senior leaders, and develop evidence-based recommendations using analytics, customer insights, and benchmarking to improve

Formación

• The successful candidate will have a proven track record of leading and delivering complex, end-to-end service reviews and process improvement initiatives across multi-disciplinary service areas with competing priorities.
• You are a collaborative and influential leader who builds trusted relationships across all levels of an organisation to achieve shared outcomes.
• Your strong analytical and problem-solving skills enable you to translate data, insights and customer feedback into practical recommendations and sustainable improvements. You are confident facilitating workshops, navigating complex discussions and presenting opportunities and outcomes to senior stakeholders.

Responsabilidades

• Maintain and oversee Council's service review framework and deliver a prioritised program of service reviews.
• Assess service need, effectiveness, efficiency, value for money and alignment with Council priorities.
• Use financial, operational and customer data, insights and benchmarking to develop evidence-based recommendations. Identify and assess opportunities for responsible AI enablement and automation, in partnership with technology and governance teams.
• Support service owners to implement endorsed recommendations with action plans that include clear accountabilities, milestones and measurable benefits.
• Oversee the evolution of the customer insights roadmap.
• Build strong relationships with operational teams and stakeholders to make reviews and improvements succeed.
• Monitor, evaluate and report on improvement activities, outcomes and benefits.
• Lead, develop and motivate the Service Outcomes team.

Descripción del empleo

City of Boroondara in Victoria is seeking a Coordinator Service Outcomes to lead the Service Outcomes team within the Strategy and Performance department. The role focuses on end-to-end service reviews, shaping how Council delivers services for the community, and embedding continuous improvement across the organisation.

You will lead a cross-functional team, work with senior leaders, and develop evidence-based recommendations using analytics, customer insights, and benchmarking to improve