Customer Experience Lead

3 weeks ago


Preston, Australia Darebin City Council Full time
About the Role
The Customer Experience Lead will work closely with employees at all levels across Council and engage with external stakeholders, including our community, this position will ensure that customer experience, employee experience and continuous improvement is at the forefront of the strategy, the incumbent is expected to:
  • Drive customer centric approaches and solutions and build customer experience capability
  • Coordinate and conduct customer research to identify the needs of our community that will form the basis of the customer experience strategy
  • Support the development of a customer experience strategy
  • Champion and advocate for the customer needs, wants and values across all customer touchpoints and program, strategy and service decisions
  • Improve end to end processes through customer journey maps and human centred design
  • Identify gaps in delivering excellent customer service performance and solutions for improvement

Skills & Experience
  • Demonstrated experience in implementing a Customer Experience Strategy across a large and complex organisation
  • Thorough understanding of customer experience techniques, methodologies and tools, including development and implementation
  • Demonstrated experience in coordinating and facilitating customer research programs including the analysis of data and trends
  • Demonstrated experience in improving customer experience through redesigning customer facing processes
  • Ability to coach and train others to build capability in customer experience.
Culture
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

Benefits
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.



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