Service Outcomes Lead: Strategy & Improvement

City of Boroondara

Melbourne

Hybrid

AUD 136,000 - 152,000

Full time

2 days ago

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Job summary

The City of Boroondara is seeking a Coordinator Service Outcomes to lead the Service Outcomes team within the Strategy and Performance department. This full-time role will drive end-to-end service reviews and shape how Council delivers services for our community, aligning initiatives with strategic objectives and community outcomes.

You will lead a cross-functional team, develop evidence-based recommendations from data and insights, and embed continuous improvement across the organisation.

Qualifications

Experience leading complex cross-functional reviews.
Ability to align service delivery to strategic objectives.

Responsibilities

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 data, insights and benchmarking to develop evidence-based recommendations; identify opportunities for responsible AI and automation with tech teams.
Support service owners to implement endorsed recommendations with action plans, milestones and measurable benefits.
Oversee the evolution of the customer insights roadmap.
Build relationships with operational teams and stakeholders to enable reviews and improvements.
Monitor, evaluate and report on improvement activities, outcomes and benefits.
Lead, develop and motivate the Service Outcomes team.

Job description

You will lead a cross-functional team, develop evidence-based recommendations from data and insights, and embed continuous improvement across the organisation.

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