Experienced in leading initiatives in human centred and service design. Experience in the local government or services industry. 3-Year management contract, excellent salary and conditions. Why Choose Us Townsville City Council is the largest local government authority in Northern Australia.
We are committed to creating value by growing Townsville through driving economic diversity and generating an enriching lifestyle.
Our organisation provides and maintains close to $9 billion worth of community assets including water and wastewater network and treatment plants, bridges, drainage, roads, waste management, community facilities, sporting venues and more.
We contribute to an active lifestyle for our residents and visitors through events, providing recreational facilities, protecting the natural environment and heritage, while creating a mentally and physically healthy city.
We are driving economic diversity and cultivating an enriching lifestyle, growing a city for this and future generations by building a vibrant, sustainable and innovative city.
Council's vision is for Townsville to be a connected, lifestyle driven and innovation focused city while continuing to deliver service excellence and to be led by our community to create an exciting today and future.
Our Vision: A globally connected community driven by lifestyle and nature.
Our Purpose: Grow Townsville
Our Values: Safety, Excellence, Respect, Value, Enjoyment
About the Role This position plays a key role in the Customer and Digital Services and works collaboratively across Council to champion Service Design in support of our purpose of Growing Townsville and to deliver the Corporate Plan in consultation with the Townsville Community.
Accountable to the Team Manager Planning and Delivery, this position will be focused on the needs and aspirations of the Townsville community; growing and managing customer relationships, developing a culture of customer-centricity and personal accountability; and reshaping how we deliver services to maximise value and the customer experience (CX).
About You You will work across the business to design and define the superior customer experience, design and implement strategies and solutions to enhance customer experience at key service points.
Undertake research and identify actionable insights and areas for improvement of the overall customer experience.
Develop and lead design concepts in the program/BAU initiatives, from concept through to delivery while working alongside stakeholders to create a shared understanding of outcomes and deliver key initiatives, projects and service design actions.
Demonstrated experience delivering Service Blueprints, Customer Journeys, Human Centred Design research and project delivery is required.
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