Customer Experience Officer

Join Central Coast Council to champion customer-first services and help shape smarter, more connected community experiences.

• Leading edge role for design thinking and customer journey mapping professionals 
• Balance your life with a 9 day fortnight and a hybrid work environment
• Permanent full-time role available 

About the role

The Customer Experience Officer plays a crucial role in enhancing the overall customer experience by developing and executing strategies that meet the needs and expectations of our community. Reporting to the Customer Experience Coordinator, you will be responsible for researching best practises, coordinating customer journey mapping, and implementing initiatives that improve service delivery across various business units.

In this position, you will analyse customer feedback and data to inform strategies, create training programs for staff, and engage with stakeholders to foster a culture centred around customer satisfaction. Your contributions will directly impact the quality of services provided to our customers.

About You

We seek a motivated and experienced professional with a strong background in customer experience and service design. The ideal candidate will possess the following qualifications and skills:

• Degree in Business, Communications, or a related field, or equivalent practical experience.
• Proven experience in collecting and analysing customer insights to shape effective programs.
• Experience in project management and familiarity with change management methodologies.
• Strong stakeholder engagement skills, with the ability to communicate effectively across various teams.
• Experience in customer relationship management software and design thinking methodologies.
• Ability to work in a complex, multi-stakeholder environment.

Our position description provides more information for you to learn more about this role.

Other important information

• The commencing salary for this position is up to $92.9K. Central Coast Council also provides progression opportunities for employees to progress up to the maximum salary of $107.7K on completion of assessment of skills and performance plus 12% superannuation 
• We have a permanent full-time role available
• This role will be able to access a 9 day fortnight
• We are able to offer hybrid and flexible working conditions for this role - 2 days from home and 3 days onsite
• This role is located at our Wyong Administration Building

Council may create an eligibility list from this recruitment process and may utilise this eligibility list to fill other permanent or temporary vacancies.

Extra benefits 

At Central Coast Council we provide team members with a range of extras that help them balance their life when they need it. Fitness Passports give access to a range of gyms. Wellbeing leave can be accessed twice a year to tick off something that means something to you - volunteering, health check-ups. And an Employee Assistance Program that offers a range of wellbeing initiatives to help you and your immediate family.

Other extras include:

• Long service leave after 5 years of continuous service
• Free flu vaccination program
• Time provided for you to do annual skin cancer screening, Breast screen and blood donations
• Access to professional development with career development and learning programs through various platforms
• We reward and recognise our staff with our Cheers program
• Novated leasing partnerships. 

Central Coast Council is committed to the goals of equal opportunity employment. We aim to provide a work environment for our employees that fosters equity, diversity and respect.

Council is committed to providing safe environments that protect the physical, emotional, cultural and social wellbeing of children on the Central Coast.

Central Coast Council is ideally located on the northern fringe of Sydney and just an hour's drive from Newcastle, the Central Coast offers one of the best places in Australia to live and work. The Central Coast is one of the fastest growing regions in NSW, the third largest Local Government Area (LGA) in NSW and the 6th Largest LGA in Australia. 

How to apply

To lodge your application, please follow these steps:

1. Answer the on-line questions shown below.
2. Attach your resume 
3. Attach your qualifications and licences.

Once your application is successfully lodged you will receive an automated response sent to your e-mail address. If a response is not received this means that your application has not been successfully submitted and you will need to lodge another application.

If you require assistance to lodge your application please contact our Talent Acquisition team by emailing recruit@centralcoast.nsw.gov.au to discuss what reasonable adjustments you may need. If you are deaf, hearing or speech impaired, you can contact us through the National Relay Service TTY call 133 677 or Speak & Listen 1300 555 727.

Applicants who are selected for interview will be contacted by phone or e-mail. For further instructions please click here. 

You will have the ability to save your application as you go using the 'Save Application' button. You can start an application and return to it later via the automatic follow-up email once you have the time and required information at hand to finalise your application.  

If you don't have access to a computer or electronic device, you can lodge your application at any of Council's Library locations. Pre-book a free 1-hour computer timeslot by contacting your nearest library https://www.centralcoast.nsw.gov.au/libraries/our-branches or ask at the enquiry counter.

We will not accept unsolicited resumes or applications being presented by recruitment agencies.