Customer Experience Lead (Aps 6) - Client Management Section

• APS 6: $92,210 -$104,135 (plus 15.4% super
• location: Brisbane, Canberra, Geelong, Melbourne or Sydney
• permanent position; full-time or part time hours; flexible working arrangements

The Australian Bureau of Statistics is looking to recruit a Customer Experience Lead for our Client Management Section.This is a permanent, ongoing position at the APS 6 classification level. The successful applicant can work either full-time (preferred) or part-time hours from any of our offices located in Brisbane, Belconnen (Canberra), Geelong, Docklands (Melbourne) or Sydney, although a hybrid model of working from home and the office applies.About the business area and the roleThe Client Management Section enables the development and improvement of services that are research based, led by design and customer focused. We provide intelligence and clarity about the current Customer Experience in terms of what works well and where pain points are to identify improvements.This role is in the Customer Experience and Insights team. The team manages the ABS’ external customer feedback and email enquiry service, consultation hub and website analytics and analysis.We:

• analyse data from these channels to provide the customers’ perspective
• collaborate with internal partners, stakeholders and business areas to identify opportunities for improvement and measure the success of changes designed to improve Customer Experience
• provide an organisation view about the performance of the channels we manage.

The Customer Experience Lead role:

• has a finger on the pulse; they build and maintain strategic relationships and key networks and partnerships to achieve improvements for customers
• manages the internal engagement and communication plan
• collates, investigates and analyses feedback, analytics and other data sources
• prepares different forms of communication
• works closely with business areas to help them understand the current state and potential areas for improvement
• facilitates improvements by connecting business areas with partners who can assist them with making improvements
• assists with validating/measuring success with the changes
• provides intelligence to areas about the use of products and services and identifying areas for improvement
• supports the external email enquiry service
• supervises a small team.

This role also involves maintaining operational documentation, drafting a variety of communication and analysis, and running and presenting at meetings.What we are looking for (selection criteria)To be suitable you should have most, or all, of the following skills, qualities and experience:

• demonstrated ability to advocate and communicate the voice of customer in all that you do to influence an improved customer and staff experience
• ability to understand, support and promote the organisation's vision, mission and business objectives whilst identifying the relationship between organisation goals and operational tasks
• ability to clearly communicate goals and objectives to others; understanding, supporting and communicating the reasons for decisions and recommendations
• demonstrated application of interpersonal and communication skills to sensitively engage with customers plus internal and external stakeholders in various communication formats
• demonstrated application of analytical, problem-solving and research skills to make decisions and recommend solutions whilst considering the business context and emerging trends
• demonstrated ability to manage multiple priorities concurrently and to plan and prioritise your workload with support from the team leader to accomplish business outcomes
• ability to establish clear plans and timeframes for delivering work, together with an ability to respond in a positive and flexible manner to change and uncertainty.

Desirable:

• intermediate Excel skills
• awareness of, or experience using Google Analytics.

How to applyPlease read the attached Applicant Information Kit for more information about the recruitment process.To apply, you will need to upload your current resume, provide referee details, and provide a summary of how you have demonstrated the Customer Experience and engagement skills, qualities and experience required for this role. Word limit is 500 words.Applications close at 11:30 p.m. AEST on Wednesday, 29 May 2024.