Customer Experience

**Hours per week**: 38

**Remuneration**: Band 8 salary from $132,607.76 per annum plus superannuation and a fortnightly RDO

**Location**: Werribee based

**About the role**

As the **Customer Experience (CX) Design Lead**, you will advocate for customer experience excellence during the implementation of a new system, ensuring a seamless and user-friendly journey across all touchpoints with a particular focus on optimising the end-to-end digital experience, enhancing usability, and ensuring alignment with best-practice customer experience principles.

Reporting to the Manager of Business Transformation, you will lead customer-focused workshops, influence system design decisions, and advocate for user-centred solutions. Your expertise in project management and stakeholder engagement will be critical in keeping customer needs at the forefront of this transformation.

You will collaborate closely with internal business units, IT, User Experience (UX), Digital Experience (DX), marketing, communications, customer services teams as well as our implementation partner, to ensure customer insights and contemporary CX methodologies are integrated into decision-making to influence delivery of a customer centric solution.

This role requires a mix of strategic vision, design expertise, and data-driven decision-making to create outstanding customer experiences. The role may require occasional after-hours work to support critical project milestones and stakeholder engagement activities.

**Some of the Key Project Deliverables**:

- **Streamlined & Customer-Friendly Processes** - Optimise high-volume customer interactions to align with CX best practices.
- **Addressing Customer Pain Points** - Conduct customer-focused sessions and collaborate with business areas to resolve service challenges.
- **Consistent & Easy Digital Forms** - Advocate for digital-first solutions, ensuring usability and accessibility standards are met.
- **A New Registered Portal Experience** - Define and enhance the customer portal to maximise system capabilities.
- **Secure Payment Options** - Ensure payment solutions are compliant, seamless, and consistent across multiple channels.
- **Clear Communication & Customer Updates** - Implement structured communication strategies to keep customers informed throughout their journey.

**What your day will look like**
- Team stand ups and planning to discuss priorities with cross functional teams and business stakeholders.
- Analyse customer insights and conduct research together with any data from recent user research or workshops to identify areas for improvement.
- Collaborate with business teams to refine high-volume customer processes, ensuring they align with CX best practices.
- Facilitate stakeholder sessions with internal teams to discuss improvements to the customer portal, payment options, or digital form design.
- Work with cross functional teams to map key customer journeys, or prototypes for digital touchpoints to improve usability and accessibility.
- Review prototypes or system enhancements with UX, DX and IT teams, ensuring solutions meet customer needs and business requirements.
- Collaborate with marketing, communications and customer service teams to craft clear, structured messaging for customer updates.
- Oversee user acceptance testing and facilitating a smooth transition to the new solution.
- Support training programs to ensure customer-focused design is embedded in operations.

**What you will bring**
- A degree or diploma with several years of relevant experience in customer experience (CX), digital customer experience, UX.
- Extensive experience in human-centred design, service innovation, and digital transformation projects.
- Strong understanding of digital marketing, customer journey mapping, and UX design principles.
- Expertise in project management methodologies (Agile, Scrum, JIRA) and business analysis.
- Proven success in facilitating service delivery improvements through system transformation.
- Strong stakeholder engagement, communication, and leadership skills to drive CX alignment across teams.
- Proficiency in data analytics tools and project management methodologies.
- Experience with change management methodologies (desirable).

If you progress past the interview stage, you may be required to complete pre-employment screening, which may include police checks, a medical, qualification verification, and an Australian work rights check.

**Why join Wyndham**

We are one of Australia’s fastest growing and most diverse cities.

By 2040, we will have more than 500,000 residents and our people are hard at work designing the precincts, building the infrastructure, developing the policies and delivering the programs that will ensure the City is prepared.

Look at our job opportunities and you may be surprised at what you discover: a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen our diverse community. It all adds up to mak