Apply now Job no: 499412
Work type: Temporary Full Time
Classification: Band 8 ($115,035 - $127,911 pa)
Categories: Marketing & Communication, Customer Service
About the role
In this role, reporting to the Chief Customer and Marketing Officer, you will lead the delivery of the Customer Experience Strategy, a cornerstone of the City's organisational goals. You will design, develop, and implement a comprehensive customer experience plan, driving cross-functional initiatives, defining key metrics, and establishing a robust measurement framework.
Key responsibilities include: Develop and Implement CX Strategy: Design and execute a customer experience roadmap aligned with organizational objectives, driving key projects and activities.Customer Insights and Journey Mapping: Analyse feedback, identify trends, and create journey maps to pinpoint pain points and improve customer processes.Performance Measurement: Establish a customer experience performance framework and track metrics like Net Promoter Score and satisfaction ratings.Collaborate on CRM Development: Work with IT and CRM providers to ensure the strategy aligns with system requirements and enhances customer interactions.Promote Customer-Centric Culture: Lead training and initiatives to embed customer-centric practices across the organisation.About you
To be successful in this role, you will have:
CX Strategy Development: Proven experience in creating and delivering customer experience strategies and plans that align with business goals.Data-Driven Insights: Expertise in gathering, analysing, and applying customer feedback and market trends to improve experiences.Journey Mapping Expertise: Skilled in developing customer journey maps and identifying process improvement opportunities.Performance Tracking: Experience with CX metrics, reporting frameworks, and tools to measure and improve satisfaction.Cross-Functional Collaboration: Ability to work with IT, marketing, and operational teams to deliver integrated customer experience solutions.If this sounds like the role for you, then click apply now!
Child Safety Responsibilities
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments.
Diversity and Inclusion
At the City, we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment.
Create our future together at the City of Greater Geelong
Join the City of Greater Geelong, a community-focused workplace. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study.
If you're passionate about inclusivity and community, apply now – we'd love to meet you!
We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.
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Advertised: 17 Dec 2024 12:00 PM AUS Eastern Daylight Time
Applications close: 14 Jan 2025 11:55 PM AUS Eastern Daylight Time
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We acknowledge the Traditional Custodians of the land, the Wadawurrung People of the Kulin Nation. We pay our respects to their Elders past and present, Elders in our community and our emerging leaders.
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