Customer Experience Analyst

Apply now Job no: 494713
Work type: Permanent Full-time
Location: Knox Civic Centre
Categories: Communications and Marketing

We have an exciting opportunity for an Analyst to join our Customer and Communications team.

As our new Customer Experience Analyst, you will make a difference daily by utilising data-driven customer insights to support the delivery of business improvement initiatives aimed at improving Council’s customer experience. You will drive process improvements through embedding within front-line customer service and service delivery business areas, mapping processes, identifying improvement opportunities and supporting front-line business areas to adopt and embed positive process changes through successful change management. This role is crucial to the successful delivery of our new Our Customer Strategy, which sets out the organisation’s plan over the next 3 years to drive higher levels of satisfaction and better experience for our customers.

You will report directly to the Customer Experience Strategy Lead and work collaboratively with all of Council’s service areas, as well as Customer and Communications, the Chief Information Office, Strategy and Transformation and the Chief People Office to drive success on a number of our key projects.

The Customer Experience Analyst is a full time permanent role based at our Civic Centre, however we can offer a range of flexible work options for the right candidate. This is a Band 6 classified role, remuneration will be $89,229.98 - $97,452.56 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

What you will need to thrive

The ideal candidate will have:

  • Strong interpersonal and communication skills, with demonstrated ability to foster positive relationships across multiple business areas.
  • Proven experience in driving change and the implementation of process improvements across multiple business areas, with a particular focus on front-line customer service and service delivery business areas.
  • Proven experience in stakeholder consultation, facilitation, process mapping and change management, in terms of driving operational efficiencies and process improvements.
  • Demonstrated understanding of project management frameworks, approaches, tools and phases of the lifecycle of improvement projects.
  • Demonstrated experience in the collection and analysis of customer metrics, and the ability to utilise insights to identify opportunities for improvement aimed at improving customer experience.
  • A working knowledge of contemporary tools for creating actionable customer insights such as Power BI, CRM and telecommunications software.
  • A passion for building empathy with Council’s customers and sharing their lived experiences with Council’s services.

How to apply

Please provide a resume and brief cover letter addressing the ‘what you need to thrive’ section from the position description to outline how your experience and skills relate to the role.

Review the full position description now via our Knox City Council Careers Page.

For further information on this role please contact Lucy Morse at or on 9298 8591.

Advert closes: 31/03/2023

Why Us

At Knox, making a difference to others and our community is at the heart of everything we do. We are inspired by empowering our community inside and out to thrive and prosper through living our values. We support hybrid and flexible working and embrace diverse and inclusive environments. We succeed by recruiting for excellence through investing in our people, encouraging their unique talents and supporting them to bring their whole selves to work.

We believe in our people and provide a supportive, driven and inclusive culture we are proud of, that focuses on wellbeing.

Beyond that, we also offer:

  • accrued days off for full time employees;
  • growth and learning opportunities;
  • career development;
  • reward and recognition programs; and,
  • a supportive Employee Assistance Program.

Council is committed to providing and maintaining a working environment which is safe and without risk to the health of its workers and the community. Council has developed a vaccination policy which states that the successful candidate will be required to demonstrate evidence of compliance with vaccination requirements.

To view the inherent requirements for this position please see attachment below.

Inherent Requirements Table - Office Based role(s)

Knox Council is an Equal Opportunity Employer ensuring a Child Safe environment that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Position Description

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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