Customer Experience Strategist
2 weeks ago
We are seeking an experienced Customer Experience Strategist to lead the development and implementation of a customer-centric approach across Darebin City Council.
About the PositionThe successful candidate will work closely with employees at all levels and engage with external stakeholders, including our community, to ensure that customer experience, employee experience, and continuous improvement are at the forefront of our strategy.
- Develop and implement customer experience strategies to drive business growth and improve customer satisfaction.
- Coordinate and conduct customer research to identify community needs and develop targeted solutions.
- Support the development of customer experience metrics and benchmarks to measure performance.
- Champion and advocate for customer needs, wants, and values across all customer touchpoints and program, strategy, and service decisions.
- Improve end-to-end processes through customer journey maps and human-centered design.
This is an exciting opportunity for an experienced professional to join our team and contribute to the delivery of excellent customer service.
Skills and QualificationsTo be successful in this role, you will have:
- Demonstrated experience in implementing customer experience strategies across a large and complex organization.
- A thorough understanding of customer experience techniques, methodologies, and tools, including development and implementation.
- Demonstrated experience in coordinating and facilitating customer research programs, including analysis of data and trends.
- Demonstrated experience in improving customer experience through redesigning customer-facing processes.
- An ability to coach and train others to build capability in customer experience.
Darebin City Council is a progressive leader in Local Government, passionate about social inclusion, sustainability, engagement, and service excellence. We value diversity and recognize the strength it provides in meeting the needs of our community.
What We OfferIn addition to a competitive salary ($85,000 - $110,000 per annum), we offer a range of benefits, including opportunities for personal and professional development, flexible work practices, an Employee Assistance Program, a recognition and reward program, and generous paid and unpaid leave options.
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