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Senior Customer Experience Project Manager

2 months ago

knox, Australia Knox City Council Full time
About the Role

We are seeking a highly skilled Project Manager to join our team at Knox City Council. As a key member of our organization, you will be responsible for driving the successful delivery and uptake of a high-value project aimed at increasing overall customer satisfaction and driving down follow-up customer contacts.

Key Responsibilities
  • Embed within our high-volume services to gain a thorough understanding of current processes and use of applications to enable you to provide specialist advice to the IT Project Manager regarding the required technology upgrades.
  • Successfully facilitate the creation of relevant templated responses to be used within the automated communications out of our request system(s).
  • Utilize your exceptional change management skills and knowledge of relevant change management tools to achieve support and readiness for the change.
  • Train and embed the use of the templated responses within our request system(s) among all affected staff and provide outstanding support to staff throughout the change.
Requirements
  • Excellent interpersonal, communication, and facilitation skills, with demonstrated experience in fostering positive relationships and successfully collaborating with stakeholders across multiple business areas.
  • Demonstrated experience in managing the successful delivery of projects spanning across multiple business areas, through utilizing and implementing relevant project management methodologies and governance parameters.
  • Demonstrated experience in successfully embedding change across multiple business areas, leading relevant communications, training, and change assessment initiatives.
  • Demonstrated knowledge of customer experience practices and experience in successfully building empathy for customers among other business areas.
What We Offer
  • A supportive and inclusive culture that focuses on wellbeing.
  • Accrued days off for full-time employees.
  • Growth and learning opportunities.
  • Career development.
  • Reward and recognition programs.
  • A supportive Employee Assistance Program.