• Analytical & reporting customer service role
• Lead and facilitate process improvement projects
• Permanent full time

The Customer Experience and Business Improvement (CX&BI) department is responsible for frontline customer service, the implementation of a Customer Experience (CX) strategy and Banyule Service Promise as well as the development of an organisation wide continuous improvement capability.

We have an opportunity for a high-performing Customer Experience Senior Project & Reporting Lead to join our team on a permanent full-time basis. You will support the implementation of a refreshed Customer Experience (CX) Strategy and provide business insights to support the provision of improvements to Customer Experience.

As the Customer Experience Senior Project & Reporting Lead

• You will support the implementation of a refreshed Customer Experience (CX) Strategy and support the provision of improvements to Customer Experience
• Support the delivery of key actions within the Council-wide Customer Experience (CX) Strategy
• Develop customer experience performance reports and insights
• Lead the strategic analysis of customer request and feedback
• Establish robust metrics to measure CX performance across the organisation
• Use Process Mapping and Customer Journey Mapping to identify opportunities
• Lead and facilitate cross-functional CX projects across the organisation
• Support the delivery of training on new systems, technology enhancements and/or processes

To be successful you will need

• Demonstrated experience in the development and presentation of performance reporting in dashboards
• Skilled in analytical reasoning and communication of key findings and recommended actions
• Confident in applying Process Mapping and Customer Journey Mapping as well as conducting internal and external interviews, surveys and human centred design activities
• Project Management experience gained in cross-functional projects
• Excellent written and verbal communications skills 
• Working with children Check
• Evidence of COVID vaccination

Pre employment screenings – Police check

Benefits

• Salary range $96,444.07 to $107,598.98 plus super
• Permanent full time 38 hours, monthly RDO
• Supportive team
• Flexible work arrangements
• Ongoing learning and development opportunities, including health and wellbeing initiatives
• Greensborough location

Culture: Our Staff choose to align their career with Banyule by living the values of Respect, Integrity, Responsibility, Initiative and Inclusion, strong learning and development culture and the positive way we work in partnership with the community.

For more information about this position please access a copy of the position description via the link below or to discuss your suitability, we encourage you to contact Marie Rowland on Tel: 9490 4911 for a confidential conversation.

To apply for this position, please include your resume and cover letter addressing the Key Selection Criteria outlined in the position description. For more information on how to apply, please refer to the Application Guidelines via the link below.

Applications Close 11.45pm on: Wednesday 3 November 2021.

Banyule City Council is a child safe organisation and an equal opportunity employer. Candidates from diverse backgrounds are encouraged to apply.