Senior Customer Experience & Service Review Officer
Core
Lead end-to-end reviews of local government services, mapping customer journeys and analyzing data to identify and implement sustainable service improvements.
Role type
Senior Customer Experience & Service Review Officer
Builds
Improved service delivery and customer outcomes for Willoughby City Council
Domain
Local Government / Public Sector / Customer Experience
Required skills
End-to-end service review, Customer journey mapping, Data analysis, Stakeholder engagement, Change management, Workshop facilitation, Reporting, Strategic planning
Preferred skills
Experience in organizational change, Service design, Coaching teams
Technologies
N/A
Responsibilities
Lead end-to-end service reviews from scoping to implementation; Map and review customer journeys and internal processes; Analyze customer and operational data to identify trends and gaps; Facilitate workshops with teams to develop practical solutions; Engage with service leaders to understand challenges; Develop evidence-based recommendations; Translate findings into actionable plans; Support implementation and change adoption; Track progress and outcomes; Provide specialist advice on service design; Coach teams on improvement approaches.
Seniority
Senior, hands-on IC
