Support the delivery of the CX Action PlanHume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.As the CX Designer, you will play a pivotal role in driving a customer-first culture across the organisation. Collaborating with a wide range of stakeholders – including staff, customers, contractors, and community members – you'll use design thinking and change management principles to improve customer journeys, processes, and service delivery.You will take the lead on delivering Hume's CX Action Plan, working closely with the Coordinator Customer Experience, Coordinator Customer Operations, and Manager Customer Experience to embed best practices and innovative solutions across the organisation.What you'll be doing:Customer Experience Design: Lead the development and delivery of customer-centred initiatives, using tools such as personas, customer journey mapping, and prototypes to drive evidence-based decision-making.Leadership: Inspire and mentor team members, fostering a culture of collaboration, creativity, and continuous improvement within the CX division.Customer Insights: Leverage data, customer feedback, and market research to inform and validate CX improvements, ensuring they meet both customer and organisational needs.Continuous Improvement: Champion innovation and change, identifying systemic issues, improving processes, and addressing customer pain points.Stakeholder Engagement: Build strong partnerships with stakeholders at all levels, advocating for the voice of the customer and aligning initiatives with strategic priorities.Learning and Development: Support skill development within the CX team through tailored training opportunities and process redesigns, ensuring a high-performing and adaptive workforce.The skills and experience you'll bring to the role:Expertise in human-centred design, design thinking, and service design methodologies.Proven ability to lead cross-functional teams and projects in a collaborative and customer-focused environment.Strong analytical skills with the ability to translate insights into actionable strategies.Exceptional communication and stakeholder management skills, with a talent for advocating for customers at all levels.The ability to prepare concise, well-structured reports and information to management and staff across Council.A growth mindset, with a passion for innovation, learning, and continuous improvement.Knowledge of change management practices and the ability to lead organisational transformation initiatives.Why Hume City Council?A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:We're better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.We're in it together: At Hume, everyone matters. We welcome and include all. Respect and safety are expected.We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.We offer a competitive salary package, professional development opportunities, and a supportive work environment.A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.
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