CX Advocate

at  Hume City Council

JOB DESCRIPTION

• Permanent Full Time
• $80,071 per annum plus Super
• Join the Customer Experience team.
  Hume 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.
  Join us at Hume City Council, where we are dedicated to enhancing our customer’s experiences through human-centred design practices and service design principles. As a CX Advocate, you will be instrumental in shaping and implementing customer and user experience initiatives that respond to the evolving needs of the customer. Your role will be pivotal in supporting a customer-centric culture within the organisation, ensuring that every interaction leaves a positive impact on our community. If you are passionate about improving experiences and driving meaningful change, we invite you to be part of our dynamic team.

REQUIRED CERTIFICATIONS & QUALIFICATIONS:

• Holds a bachelor’s degree in a related field such as customer experience design, service design, communications, or a relevant discipline.
• Current driver’s licence.
  For any enquiries, please email Bec Maycock on becm@hume.vic.gov.au .

WHAT YOU’LL BE DOING:

• Support service units along the customer experience improvement journey. From introducing customer pain points, to working alongside service units to determine possible solutions, to implementing the process outcome.
• Providing guidance and support in the design and delivery of the best customer and user experience across all facets of major projects, including Council’s Enterprise Resource Planning, and One Hume.
• Measure, report, and track customer’s effort score in completing online tasks in an efficient manner, while providing guidance on needed improvements to maximise ease-of-use capabilities through many different approaches.
• Support the collection and utilisation of customer insights and data, including the voice of the customer, to improve the end-to-end experience.
• Together with Organisational Performance and Strategy team, design customer surveys, while researching questionnaire methods and design to ensure all data gathering exercises are in line with best practice.
• Champion customer experience and change within the business, providing feedback to business on identified improvement opportunities to drive change within the organisation.
• Research and maintain up-to-date knowledge of customer experience systems.
• Strong and evident commitment to leading customer centricity across the organisation.
• With guidance from the CX Service Designer, partner with stakeholders to identify customer and organisational improvement opportunities based on customer insights and feedback.
• Identify skill gaps and provide solutions to them through learning and training opportunities for individuals or the team.
• Provide input and develop additional training and procedural changes that may be required to enhance customer experience and productivity.
• Work with a growth mindset, developing customer experience knowledge and skills by challenging the business to constantly focus on the customer and continuous improvement, whilst always maintaining quality standards.

THE SKILLS AND EXPERIENCE YOU’LL BRING TO THE ROLE:

• Strong understanding of customer experience principles, methodologies, and best practices, utilising this expertise to develop and implement customer-centric programmes and initiatives.
• Ability to influence and inspire others to embrace the customer experience strategic agenda.
• Strong written and verbal communication to prepare Council documents.
• Ability to create and organisation presentations, and effectively communicates value and impact.
• Builds and maintains strong relationships across Hume City Council, contributing to discussions on customer experience trends, insights, strategies while influencing their understanding and commitment to delivering customer experience improvements.
• Support the development and creation of a culture of customer-centricity, collaboration, and continuous improvement, fostering a sense of ownership and dedication among team members.
• Analytical and critical thinking.
• Strong understanding of data collection methods, report and dashboard design, interviewing, qualitative methods.