Aps Level 6
1 week ago
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 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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