Customer Experience and Engagement Lead

5 days ago

Brisbane, Australia PRA Full time

**Contract with potential for 2 X 12 months extension**:

- **Hybrid working model (work from home option)**:

- **Daily rate ($900/day - $1000/day)**

Our client is preparing a Digital Strategy to support the implementation of the Customer Experience and Customer Engagement domains. These customer domains are in-turn linked and aligned to support Enterprise Resource Planning (ERP) and Digital program to guide changes necessary to support our client's strategic objectives

You as the CXCE Lead, will provide expert guidance and will be delivering roadmaps, EA architecture artefacts and strategic studies

**Key Activities**:

- The CXCE Lead will coordinate the planning of the customer roadmaps
- Coordinate the customer and customer data roadmaps
- Develop reporting measure and KPIs for Digital and Customer Channels
- Assist on assurance reviews across customer experience and engagement domains

**Competencies**:

- Experience in digital and ICT planning in large and complex environments or related to local government
- Extensive digital strategic planning and customer centred strategies
- Experience in developing Customer Centred Digital Strategies and Implementation Plans
- Experience with Enterprise Architecture planning for customers - CRM, CMS, CX, CE, Citizen Apps, Customer Portals
- Experience with one of more of the enterprise platforms: Microsoft Dynamics, CRM, Salesforce, ESRI Spatial, BMC Helix (BSM and/or ITSM), Data Insight Azure

**Desirable**:

- Familiarity with HCD
- Experience with using Azure services and Dynamic Event Driven integration capability

***If this sounds like you, APPLY NOW, or contact

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