Customer Experience Strategist
2 weeks ago
The Customer Experience Lead will work closely with employees at all levels across Council and engage with external stakeholders, including our community. This position will ensure that customer experience, employee experience, and continuous improvement are at the forefront of the strategy.
Key Responsibilities- Drive Customer-Centric Approaches: Develop and implement customer-centric approaches and solutions to enhance the overall customer experience.
- Conduct Customer Research: Coordinate and conduct customer research to identify the needs of our community and inform the customer experience strategy.
- Develop Strategy: Support the development of a customer experience strategy that aligns with Council's goals and objectives.
- Champion Customer Needs: Champion and advocate for customer needs, wants, and values across all customer touchpoints and program decisions.
- Improve Processes: Improve end-to-end processes through customer journey maps and human-centered design.
- Identify Gaps: Identify gaps in delivering excellent customer service performance and develop solutions for improvement.
- Implementing Customer Experience Strategy: Demonstrated experience in implementing a customer experience strategy across a large and complex organization.
- Customer Experience Techniques: Thorough understanding of customer experience techniques, methodologies, and tools, including development and implementation.
- Coordinating Customer Research: Demonstrated experience in coordinating and facilitating customer research programs, including analysis of data and trends.
- Improving Customer Experience: Demonstrated experience in improving customer experience through redesigning customer-facing processes.
- Coaching and Training: 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 its strength in meeting the needs of our community. We offer a range of benefits to our employees, including opportunities for personal and professional development, flexible work practices, an Employee Assistance Program, recognition and reward program - Appreciate Great, and generous paid and unpaid leave options.
We estimate the salary for this role to be $120,000-$150,000 per annum, depending on experience and qualifications.
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