Director Service Experience

17 hours ago

Parkville, Australia SHK Asia Pacific Full time

**Support institution-wide operational excellence**:

- **Optimise service experiences**:

- **Build a continuous improvement culture**

**About the organisation**
Established in 1853, The University of Melbourne has a tradition of excellence in teaching and research, and is consistently ranked as one of the leading universities in the world. At the forefront of higher education in the Asia-Pacific region and the globally, international rankings place the University as number one in Australia and 33 in the world. Within the University, the Operational Performance Group (OPG) partners to drive and support operational excellence across the University, playing a crucial role in driving business transformation, embedding a service culture, and enhancing operational effectiveness and efficiency.

**About the role**
With an institution-wide remit and reporting to the Executive Director, Operational Performance Group, the Director Service Experience & Design leads a key team within the OPG that provides a range of internal clients with practical support to better understand the people they serve, and works with them to co-design new solutions. The appointee will provide direction and oversight to the Digital, Design & Service Experience team for realising work-ready prototypes and pilot programs that optimize customer, user, stakeholder and employee service experiences. Delivering on discrete initiatives focused on end-to-end operations, this includes driving service excellence using a combination of contemporary tools and methodologies, and building a culture of continuous improvement. Critical to success in this role will be fostering internal relationships at executive levels, achieving innovative and pragmatic outcomes on projects, and nurturing the high-performance and client-centric orientation in the team.

**About you

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