Customer Experience Specialist

2 weeks ago

Geelong, Australia City of Greater Geelong Full time

**Customer Experience Specialist**:
**Job no**: 499412
**Work type**: Temporary Full Time
**Classification**: Band 8 ($115,035 - $127,911 pa)
**Categories**: Marketing & Communication, Customer Service

**About the role**
In this role, reporting to the Chief Customer and Marketing Officer, you will lead the delivery of the Customer Experience Strategy, a cornerstone of the City’s organizational goals. You will design, develop, and implement a comprehensive customer experience plan, driving cross-functional initiatives, defining key metrics, and establishing a robust measurement framework.

**Work type: Temporary full time (12 months)**
**Classification**: Band 8 $115,035-$127,911 pa plus super

Key responsibilities include:

- Develop and Implement CX Strategy: Design and execute a customer experience roadmap aligned with organizational objectives, driving key projects and activities.
- Customer Insights and Journey Mapping: Analyse feedback, identify trends, and create journey maps to pinpoint pain points and improve customer processes.
- Performance Measurement: Establish a customer experience performance framework and track metrics like Net Promoter Score and satisfaction ratings.
- Collaborate on CRM Development: Work with IT and CRM providers to ensure the strategy aligns with system requirements and enhances customer interactions.
- Promote Customer-Centric Culture: Lead training and initiatives to embed customer-centric practices across the organisation.

**About you**
To be successful in this role, you will have

Essential Experience:

- CX Strategy Development: Proven experience in creating and delivering customer experience strategies and plans that align with business goals.
- Journey Mapping Expertise: Skilled in developing customer journey maps and identifying process improvement opportunities.
- Performance Tracking: Experience with CX metrics, reporting frameworks, and tools to measure and improve satisfaction.
- Cross-Functional Collaboration: Ability to work with IT, marketing, and operational teams to deliver integrated customer experience solutions.

**Child Safety Responsibilities**
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.

**Diversity and Inclusion**

**Create our future together at the City of Greater Geelong**
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

**Applications and Enquiries**
- We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared._

**Advertised**: 17 Dec 2024 12:00 PM AUS Eastern Daylight Time
**Applications close**: 14 Jan 2025 11:55 PM AUS Eastern Daylight Time

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