Customer Experience Transformation Lead

3 weeks ago


Broadmeadows, Victoria, Australia Hume City Council Full time

Job Title: Customer Experience Transformation Lead

About the Role:

Hume City Council is seeking a highly skilled Customer Experience Transformation Lead to join our team. As a key member of our Customer Experience department, you will be responsible for driving the implementation of our customer-centric strategy, leveraging customer feedback, and delivering a matured CX program focused on customer journey improvements.

Key Responsibilities:

  • Develop and implement customer-oriented plans, frameworks, and measurements to influence a customer-centric organisational culture.
  • Project manage significant projects to enhance the way Hume City Council delivers services to customers via all primary channels.
  • Work across Hume City Council to drive a CX culture and position the business to measure and support improving the performance of customer journeys.
  • Lead CX transformation across the enterprise focused on customer journey improvements and general CX improvements using innovation and continuous improvement.

Requirements:

  • Bachelor's degree or MBA in a relevant field such as business administration, marketing, psychology, or a related discipline.
  • Demonstrated understanding of customer experience principles, methodologies, and best practices within a local government context.
  • Proven track record of successfully leading customer experience initiatives and projects, including strategy development and implementation.

Why Hume City Council?

Hume City Council is a leader in local government, committed to creating an inclusive and collaborative work environment. We offer a competitive salary package, professional development opportunities, and a supportive work environment.



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