Aps Level 6

1 week ago


Canberra, ACT, Australia IP Australia Full time

Job no: 494400

Tenure:
Ongoing/Non-ongoing

Location:
Canberra

Categories:
Administration, Customer Service, Call Centre, Info/Comm Tech (ICT)

Division:
Customer Services Div


The Customer Improvement and Value Manager is responsible for enhancing the customer experience through the management and visualisation of customer data.

The role also manages the agency customer feedback processes to ensure timely and responsive resolution to feedback. You will actively manage IP Australia customer data in alignment with governance arrangements to deliver value for the agency. In addition, you will critically analyse and implement improvements to the management and use of customer data. The team develops and enhances visualisations for customer sentiment, use, and satisfaction.

The role also contributes to broader section and group activities including strategic projects.

Working closely with stakeholders, the role provides an active contribution to customer improvement initiatives to enhance satisfaction with our services.

You will improve customer centric capability across IP Australia and utilise data to inform decision making at all levels.

Position duties

  • Manage IP Australia customer data assets to align to best practice including storage, retention, use, and visualisation.
  • Deliver data visualisation projects, including interactive live dashboards and adhoc reports, that provide insights into customer experience.
  • Connect multiple data assets to integrate a variety of data sources that enable users to gain valuable insights to support decision making.
  • Manage and enhance the agency customer feedback and improvement processes, including leading customer focussed improvement activities with stakeholders.
  • Lead a small team to build an effective, positive, and collaborative culture, including coordinating stakeholders that are required to participate in customer improvement activities.
  • Build and sustain excellent relationship management and stakeholder engagement skills to support the delivery of section outcomes.

Looking for more information?
Our position profile contains details including the capabilities required, the contact officer, and how to apply.

Please use the link below to access the position profile:

Position Profile - Customer Improvement and Value Manager - APS Level 6.pdf

Applications close at 11:55pm AEST on Sunday, 28 May 2023.

Advertised: 11 May 2023 AUS Eastern Standard Time

Applications close: 28 May 2023 AUS Eastern Standard Time
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