Customer Experience Designer, Customer Strategy & Delivery Grade: Clerk Grade 7/8 Employment Type: Temporary (12 Months) with the possibility to extend or make ongoing Location: Sydney - requirement to attend the office 2-3 days per week Applications Close: Tuesday 8th October 2024 (at 9:59am) Be part of a team that values collaboration, empathy, diversity, and inclusion; working on dynamic opportunities that make a meaningful difference. About the team The DCS Customer Strategy & Delivery team uses customer insights and data to drive customer-focused strategy, policy, and service delivery. The team works across government to co-design programs, services & solutions to improve outcomes for the people and communities of NSW. The team works across a wide variety of projects which include research, journey mapping, process improvement, solution design & delivery, and content design. About the role In this role, you will be responsible for performing a range of activities to gain customer insights and utilising these insights to co-design strategies and solutions. Responsibilities include: Develop a deep understanding of customer needs and requirements through varied research techniques. Translate research findings into actionable insights and opportunities for improvement to optimise the customer experience. Analyse processes to identify, quantify, and prioritise the drivers of friction and provide behavioural recommendations to improve the experience. Evaluate existing services and programs to assess effectiveness and identify areas for improvement. Apply varied techniques to understand, describe, and present problems and solutions. Produce journey maps; service blueprints; case studies & personas. Perform data analysis, visualisation & storytelling. Utilise relevant and contemporary techniques to co-design the desired future state with customers and stakeholders to ensure continuous improvement and quality service delivery outcomes. Manage and facilitate stakeholder meetings, focus groups, and other groups as required to achieve high-quality project outcomes. Assist the business in the implementation of customer experience improvement initiatives to ensure solutions enhance the experience for customers. Serve as a customer advocate in all engagements with internal and external stakeholders to ensure solutions and initiatives are customer-focused. Write detailed reports and create engaging presentations to communicate insights and recommendations effectively. Monitor website performance, conduct content audits, identify content gaps, and collaborate with subject matter experts and stakeholders to deliver content updates in Drupal CMS that meets customer needs. About you We are looking for a proactive, adaptable, and customer-focused person with the following skills and experience: Experience in human-centred design, qualitative research & journey mapping.Able to support and develop positive and collaborative relationships across multiple stakeholders to effectively deliver on allocated tasks.Strong written and verbal communication skills, able to articulate complex information clearly to different audiences.Able to conduct research, support workshops & support the preparation of briefings, presentations, and reports.Ability to work in a dynamic environment with a high degree of adaptability and empathy, a flexible worker who can adjust their capabilities to suit a variety of projects.An analytical thinker who can think outside the box to solve complex problems.Sound understanding of behavioural science and its application to help solve policy or service challenges and improve customer outcomes is highly desirable.While not a dependency for the role, skills & experience in trauma-informed research & research with vulnerable cohorts is highly desirable. How to apply Apply by submitting an up-to-date CV (no more than 5 pages) as well as by providing an answer to the pre-screening question (which will be asked when you click on the apply online button). Question: Provide an example where you identified a new opportunity to improve a customer experience or service. What techniques did you use to understand the problem space and develop the opportunity? What did you do to progress the opportunity to a concept that could be implemented? For any enquiries relating to recruitment, please contact Amber Ellis at . Salary Grade 7/8, with the base salary for this role starting at $106,025 base plus superannuation. Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via or .#J-18808-Ljbffr
