Digital Customer Experience Manager

5 days ago

Sydney, Australia City of Canada Bay Council Full time

Job No:CB18084

Location**:Drummoyne, Sydney**
- Permanent Full-Time Position - 35 hours per week
- Participation in 9 day fortnight scheme
- Competitive salary per annum + Super
- Leaseback Vehicle

The City of Canada Bay is a thriving, colourful community, surrounded by the beautiful bays of Sydney Harbour. The area is also known for its parklands, cycle paths and walkways. City of Canada Bay Council’s values underpin how we operate: We act with integrity; We empower our people; We are respectful; We work together; We innovate.

**About the role**

This position is responsible for managing the Customer Experience landscape in leading and enhancing the overall customer experience strategy within Council.

You will
- Design and execute a comprehensive customer experience strategy, channel strategy that aligns with the organisation's goals, focusing
on improving customer satisfaction, loyalty, and advocacy.
- Collaborate with internal departments and external partners to understand their needs and align services to exceed customer expectations.
- Establish key performance indicators (KPIs) and regularly monitor and evaluate customer experience metrics to drive continuous improvement.
- Identify and streamline customer touchpoints, processes, and workflows to enhance efficiency and eliminate pain points such as end to end journey mapping.
- Provide guidance and training to staff members across the organisation to ensure consistent delivery of exceptional customer experiences.
- Utilise data and feedback to identify trends, patterns, and opportunities for improvement, and incorporate insights into strategic decisions.
- Drive innovation by leveraging technology and digital solutions to enhance customer interactions and services.
- Oversee the handling of customer complaints and concerns, ensuring
swift and satisfactory resolutions.

**About the person**

through effective strategies and initiatives.
- Minimum of 8-10 years of experience in customer experience management, including senior-level roles.
- Proven experience in a senior level role with the ability to inspire and guide teams towards customer-centric goals.
- Strong strategic thinking and the ability to develop and implement customer experience strategies aligned with organisational objectives.
- Excellent communication and interpersonal skills.

**What’s on offer**
- A range of flexible work arrangements including hybrid work from home arrangements
- 18 weeks paid parental leave
- A supportive, energetic, and passionate team
- Significant leave benefits (9-day fortnight, 15 days sick/personal leave, 2 days health and wellbeing leave per year, access to Long Service leave after 5 years)
- Continuous training, support, and leadership development
- Health and Wellbeing programs (Yoga classes, Fitness Passport, Flu vaccinations, Head Space, Skin Cancer Checks)
- And much, much more

**Want to know more?**

Please click here to learn more about working at City of Canada Bay Council.

**How to apply**
- The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of Children and Young People and are committed to a Safe Workplace._
- The successful applicant for this role will be required to be fully vaccinated for COVID-19 or provide evidence of an approved medical contraindication form. It is the responsibility of the applicant to ensure they are able to meet all requirements in line with Councils COVID Safe Workplace Policy & Procedure (once adopted), WHS requirements and prevailing NSW Public Health Orders._

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