Coordinator Customer Experience

2 months ago

Melbourne, Australia Hume City Council Full time

** Temporary, Full time**:

- ** $123,766.93 per annum plus Superannuation**:

- ** Join the Customer Experience team**

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The role involves the implementation of this strategy, stakeholder engagement leveraging customer feedback including complaints and ombudsman escalations, Customer Insights, as well as coaching and CX training across the entire organisation.

**What you’ll be doing**:

- Accountable for strategic development, delivery and adoption of customer orientated plans, frameworks, programs and measurements, with a view to influencing a customer-centric organisational culture.
- Deliver a matured CX program focused on customer journey improvements and general CX improvements using innovation and continuous improvement, which prioritises CX success measures.
- Competently project manage a range of significant, and culturally impactful projects to enhance the way Hume City Council delivers services to customers via all primary channels (including social media, web, face to face, artificial intelligence, chat bots, etc.)
- Work across Hume City Council to drive a CX culture and position the business to measure and support improving the performance of customer journeys - enabling the right mindset, skillset, and toolset.
- Lead CX transformation across the enterprise focused on customer journey improvements and general CX improvements using innovation and continuous improvement.
- Influence teams across Hume City Council (including the Customer Service Centres) with the mindset, skills, and tools needed to create behaviour change that delivers improvements.
- Position the Customer Experience department to deliver on the needed changes at a department level, supporting organisational performance across the organisation to achieve CX outcomes.
- Define, plan and implement programs of work required to implement the CX strategy and achieve performance objectives, including driving approval and implementation of initiatives, proposals and business cases.
- Analyse internal and external research, insights and business information to identify innovative initiatives and proposals that will streamline and elevate CX across all Hume City Council customer journeys.
- Lead (complex) projects to diagnose, evaluate and develop solutions to improve customer experience.
- Identify, scope and assess opportunities for improvement by performing data analysis of business and/or process performance and taking data from multiple sources, breaking it down and synthesising a plan of action around findings.
- Understand the needs of customers across any segment or life-stage, outlining options to ensure these needs are met and finally ensuring the execution provides a good customer experience.
- Identify skill gaps and provide solutions to them through learning and training opportunities for individuals or the team.
- Drive the ongoing development of a customer culture across the organisation, supported by effective policy and process frameworks, indicators of success, and skilled team members.

**The skills and experience you’ll bring to the role**:

- Qualifications: Holds a bachelor's degree or MBA in a relevant field such as business administration, marketing, psychology, or a related discipline.
- Customer Experience Expertise: Demonstrated understanding of customer experience principles, methodologies, and best practices within a local government context.
- Project Leadership: Proven track record of successfully leading customer experience initiatives and projects, including strategy development and implementation.
- Industry Knowledge: Comprehensive knowledge of industry trends, emerging technologies, and advancements in customer experience within the local government or public sector.
- Data Analysis: Ability to analyse data, identify trends, and make data-driven recommendations to enhance customer experiences.
- Financial Management: Experience in budgeting, resource allocation, and monitoring financial performance for customer experience initiatives.
- Stakeholder Engagement: Proven ability to collaborate with cross-functional teams, stakeholders, and community members to drive customer-centric change and manage customer feedback.
- Leadership Skills: Strong leadership abilities, including the capacity to influence, inspire, and foster a culture of superior customer experience.

**Why Hume City Council?**

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:
**We’re better, every day**: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

**We’re in it together**: At Hume, everyone matters. We Welcome and include all. Respect and safety are

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