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Head of Customer Experience and Transformation
2 months ago
As the Head of Customer and Business Improvement, you will be responsible for driving cultural change and increasing capability to deliver outstanding customer experience at the City of Port Phillip.
You will lead a team of 3 specialists, supporting the development of strategy and goal setting to deliver organisational priorities.
The Customer Experience and Transformation Department is a high-performing, agile team of skilled professionals working toward a vision of high-quality service experience for our customers and community.
Key Responsibilities- Drive the identification and improvement of customer-focused processes and procedures.
- Lead and set the framework for efficient and effective business support.
- Lead the improvement of the CRM, Portal, and customer reporting and analysis.
- Lead delivery of better practice for internal customer management processes.
- Academic: Degree or diploma in Business or related field with relevant experience or qualifications/experience in another field, or lesser formal qualifications with extensive and diverse experience.
- Experience: Extensive and diverse experience in leading a shared service business support function, process and system improvement, change management and customer experience management.
The City of Port Phillip is a welcoming, healthy and inclusive workplace where our employees can develop both professionally and personally whilst planning and delivering a range of important services and programs to the community.
Benefits- We offer a workplace that accommodates your working style and needs.
- Be supported and empowered by a leadership team that is community-focused, with a strong desire for change and a culture that encourages teamwork and innovation.
- Training and development opportunities, study assistance, flexible working conditions, an active social club, a health and wellbeing program with access to fitness gyms, pools and facilities, and a well-regarded Employee Assistance Program (EAP).
- Access to 20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parents.
- Our very own Pride Network, that helps create an environment where every person can feel safe, welcomed, seen, and supported to bring their whole selves to work.
- Access to novated leasing and salary sacrificed technology.
Pre-employment screening will apply to all appointments.
Prior to a formal letter of offer, preferred applicants will be asked to provide:
- Sufficient proof of their right to work in Australia.
- Sufficient proof of their identity.
- Complete a National Police Check completed via City of Port Phillip's Provider.
- Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation).
