Customer Experience Transformation Specialist
1 week ago
The Customer Experience Lead will work closely with employees at all levels across Darebin City Council, engaging with external stakeholders, including our community. This role ensures that customer experience, employee experience, and continuous improvement are at the forefront of the strategy. The incumbent is expected to:
- Develop and implement customer-centric approaches and solutions, building customer experience capability.
- Coordinate and conduct customer research to identify the needs of our community, forming the basis of the customer experience strategy.
- Support the development of a customer experience strategy, driving business growth and improvement.
- 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.
- Demonstrated experience in implementing a customer experience strategy across a large and complex organization.
- Thorough understanding of customer experience techniques, methodologies, and tools, including development and implementation.
- Demonstrated experience in coordinating and facilitating customer research programs, including data analysis and trend identification.
- Demonstrated experience in improving customer experience through process redesign.
- Ability to coach and train others to build capability in customer experience.
BenefitsWe offer opportunities for personal and professional development, flexible work practices, an Employee Assistance Program, a recognition and reward program, and various generous paid and unpaid leave options. Estimated Salary: $120,000 - $150,000 per annum, depending on experience.
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