First listed on: 24 February 2021

Stream Lead - Customer Experience


  • Project work as part of a small team designing all aspects of the future model for a council owned cultural and civic building, scheduled to open mid 2022
  • This is a 9 temp role starting late February/ early March 2021
  • At least 3-5 years of relevant project management experience is required

The role:

The "Customer Experience Stream Lead" will be required to lead the creation and implementation of all aspects of the new customer centric experience. This includes a range of deliverables relating to Policy and Planning, Business Process and People, such as:

  • Defining the scope and relevant business processes for customer service transactions to be undertaken within the precinct
  • Working with and interpreting data to inform decision making
  • Liaising with a diverse range of internal and external stakeholders
  • Developing a Customer Service Charter for the precinct
  • Develop and Implement the Concierge Operational model
  • Develop and implement a transition plan for the Visitor Services Operations
  • Review relevant existing and develop new policies and procedures relating to the customer experience functions for the future operating model
  • Develop and manage the transition planning and organisational change process to support delivery of the new community/cultural/civic facilities

Your profile will demonstrate:

  • Relevant tertiary qualifications in project management, business administration, social or community services, customer relations or related degree
  • A minimum of 3-5 years' relevant project or business related experience
  • Demonstrated leadership skills and experience
  • Financial and budget management skills
  • Sound understanding project risk management and governance
  • Sound understanding of business and service delivery principles

If you are interested and match the above criteria, please apply now. Please note that successful applicants may be required to obtain a NSW Criminal Record Check and provide two viable reference checks.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

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