AddressAbout the Job
- Influence CX improvements and business efficiencies in a fast paced, customer centric environment
- Join a newly established, high performing department and continue to build on our positive workplace culture
- Permanent Full time position
- Flexible working options available
- Excellent employee benefits
- Band 7 $104,653 – $117,241 plus superannuation
About us
Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.
A diverse, dynamic community where we all share a sustainable, safe, attractive environment and a thriving economy. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,450 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.
The newly created Customer Experience and Corporate Performance department consists of four teams – Customer Channels, Corporate Planning & Performance, Complaint and Service Resolution and Service Improvement & Design.
The role
Recognising that Customer Experience and community satisfaction reflect Council performance, this role seeks to lead service improvement initiatives across multiple Council functions, embedding our customers at the very centre of service design and delivery.
Reporting to the Team Leader, Service Improvement and Design, the Senior Service Design Business Analyst is responsible for leading initiatives that create value for the customer and organisation, supporting the design of positive Customer Experiences, through detailed business analysis and the optimisation of processes and outcomes.
This is a great opportunity to work within a dynamic department, shaping the future of Customer Experience at Kingston. This role will allow you to utilise your wide variety of skills across disciplines including; service design, project management, change management, stakeholder engagement and Information Technology. This role plays a pivotal role in utilising the principles of human centred design and Customer Experience methodology to deliver effective outcomes for the organisation and in turn, the Kingston Community.
About you
You will have:
- Tertiary qualification in business, data analytics, communications, service design or related discipline
- Demonstrated experience in identifying and providing system and technical solutions to streamline and improve business efficiencies for effective service delivery.
- Proven experience in leading change and ensuring the achievement of measurable improvements in Customer Experience.
Experience with CX & VOC programs, Pathway UX, Power BI and Qualtrics is highly regarded.
What we can offer
This is a full-time permanent position.
As an employee of the City of Kingston you will be part of an inclusive culture and have access to ongoing professional development and a range of employee benefits designed to promote a positive work/life balance including flexible working arrangements, wellbeing initiatives, discounted gym membership, social club events, paid parental leave, salary packaging, study/development assistance, employee assistance program (EAP) and discounted health insurance. Full time employees also have access to a planned day off every four weeks.
How to Apply
If you have the skills, abilities and attitude to take on this position click on the Apply button to submit your application or head to the Kingston Careers webpage. If you require further information after reviewing the position description available to download below, please contact Emma Fernandes, Team Leader, Service Improvement and Design on 0461587*** / **************@kingston.vic.gov.au
Kingston values diversity and is committed to creating a workplace where all employees can be their true self every day. We are a child safe and an equal opportunity employer and strongly encourage candidates from wide-ranging backgrounds, identities and experiences to apply.
To be considered for the role all applications must be submitted via our Careers recruitment portal.
