Process and Experience Analyst

**$102k to $113k per annum + 11.5% Superannuation**:

- **Full Time Contract to 30 June 2027**:

- **Be part of our Transformation Team**

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving changes and needs of the community, the organisation is undertaking an exciting journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on:

- Excellent Customer Experience and Service Delivery
- Great Organisational Culture
- Innovation and Continuous Improvement
- Good Governance and IntegrityLong Term Financial Sustainability**The role**:
Join us in creating better experiences for customers and employees alike.

Are you passionate about driving meaningful change? Do you love solving complex problems and making things simpler, smarter, and more human? We’re looking for a Process and Experience Analyst to join our team and play a key role in shaping how our organisation works — and how our customers and employees experience it.

**The Opportunity**:
In this dynamic role, you’ll lead the design and delivery of process improvements that enhance both customer satisfaction and employee engagement. You’ll be a trusted advisor, strategic thinker, and change champion — partnering with stakeholders to turn insights into actions that truly make a difference.

**About you**:
To be considered for this position you will have:

- Advanced critical thinking, analytical and problem-solving skills.
- Excellent written, verbal communication, facilitation, and presentation skills.
- The ability to build and maintain effective relationships including demonstrated experience and skills in liaison, negotiation and problem solving with staff at all levels.Experience in technology change projects with the ability to translate a process into an efficient and easy to follow digital workflow. 6. The ability to collaboratively solve problems with proactive management of risks and issues.**What you bring**:

- A strong analytical mindset and curiosity to uncover root causes and meaningful insights.
- Experience in process design, business analysis or experience strategy.
- Confidence working with both data and people — you’re as comfortable in a spreadsheet as you are facilitating a workshop.
- A collaborative, empathetic approach that puts users at the centre of your work.Excellent communication skills and a proven ability to influence without authority.**Why You’ll love working with us**:
This is more than a job — it’s a chance to shape how people experience our services every day. You’ll have the autonomy to lead improvements and the support of a team that values innovation, inclusion, and continuous learning. If you want to be part of an organisation that’s committed to positive change, this is the role for you.

**In return, we will offer**:
**The ability to make a difference -**Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

**Great working conditions**- a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

**An extensive Health and Wellbeing offering**- Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

**Transformation**:

- We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.

**Reward & Recognition - extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.**

**Further Information**:
Further information is available from Jane Curtain on 8873 9163. To apply, please submit a copy of your resume (max 5 pages) and one page statement addressing the selection criteria and what you would bring to the role by 3 June 2025.

**Come and join the transformation**
- **
- Download the Position Description: _

Process & Experience Analyst
- City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all. _
- Whitehorse City Council is committed to being a child safe organisation. We recognis