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Customer Experience Analyst

1 month ago

City of Knox, Australia Knox City Council Full time

**Job no**: 494781

**Work type**: Permanent Full-time

**Location**: Knox Civic Centre

**Categories**: Communications and Marketing

**Your new role**

We have an exciting opportunity for an Analyst to join our Customer and Communications team.

Reporting to our Head of Customer Experience you will play a crucial role delivering Our Customer Strategy, an ambitious 3 year plan to drive higher levels of satisfaction and better experience for our customers.

You will make a difference daily using data-driven customer insights to improve Council’s customer experience. Working with front-line customer facing business units you will drive process improvements by mapping processes, identifying improvement opportunities and supporting front-line business areas to adopt and embed positive process changes through successful change management.

**What you will need to thrive**
- Proven experience in driving change and the implementation of process improvements across multiple business areas, with a particular focus on front-line customer service and service delivery business areas.
- Proven experience in stakeholder consultation, facilitation, process mapping and change management, in terms of driving operational efficiencies and process improvements.
- Demonstrated understanding of project management frameworks, approaches, tools and phases of the lifecycle of improvement projects.
- Demonstrated experience in the collection and analysis of customer metrics, and the ability to utilise insights to identify opportunities for improvement aimed at improving customer experience.
- A working knowledge of contemporary tools for creating actionable customer insights such as Power BI, CRM and telecommunications software.
- Strong interpersonal and communication skills, with demonstrated ability to foster positive relationships across multiple business areas.
- A passion for building empathy with Council’s customers and sharing their lived experiences with Council’s services.

**How to apply**

Please provide a resume and brief cover letter addressing the ‘what you need to thrive’ section from the position description to outline how your experience and skills relate to the role.

Review the full position description now via our Knox City Council Careers Page.

**Why Us**

At Knox, making a difference to others and our community is at the heart of everything we do. We are inspired by empowering our community inside and out to thrive and prosper through living our values. We support hybrid and flexible working and embrace diverse and inclusive environments. We succeed by recruiting for excellence through investing in our people, encouraging their unique talents and supporting them to bring their whole selves to work.

We believe in our people and provide a supportive, driven and inclusive culture we are proud of, that focuses on wellbeing.

Beyond that, we also offer:

- accrued days off for full time employees;
- growth and learning opportunities;
- career development;
- reward and recognition programs; and,
- a supportive Employee Assistance Program.

To view the inherent requirements for this position please see attachment below.

Inherent Requirements Table - Office Based role(s)

Knox City Council acknowledges our offices are located on the traditional lands of the Wurunjeri and Bunurong people of the Kulin Nation_._

**Advertised**: 24 Apr 2023 AUS Eastern Standard Time
**Applications close**: 08 May 2023 AUS Eastern Standard Time

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