CX Specialist

Company description:Here at CBCityThe City of Canterbury Bankstown is one of the largest Council's in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 21 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 370,000 residents. We are an Award-Winning Council that is regarded as Leader in the Sector including the most innovative company for 2021 and most progressive Council in 2022.Job description:The RoleThe Community Experience (CX) Specialist will have a central role in reshaping the culture of community experience throughout the organisation. Your primary responsibility is to devise, execute, and supervise the Community Experience CX Strategy, with a focus on enhancing community journeys and satisfaction. As a passionate advocate for a community-centric culture, you'll consistently champion the needs of customers and the community, striving to make a positive and enduring impact for our community. Duties will include but not be limited to: Collaborate with stakeholders to lead the gathering, analysis, and centralisation of community insights and trends. Craft a community experience (CX) strategy, plans, and documents collaboratively with key stakeholders, incorporating clear and measurable key performance indicators and metrics. Establish and implement a framework for continuous monitoring, evaluation, and improvement. Develop and present reports and presentations that effectively convey KPI progress, improvement initiatives, impacts, and research findings. Design and implement community-centric service initiatives, including journey mapping, service blueprints, and Voice of Community programs. Provide project management support by coordinating the development and delivery of community experience initiatives and programs. Establish and maintain effective relationships and collaboration with stakeholders to support the development and delivery of the community experience strategy. Champion a community-centric culture, advocating for community and customer needs. Make a positive difference for our community. *For a full list of duties, click here to review the position description. You will have: Tertiary qualifications and/or extensive equivalent experience in Business, Marketing, Communication, or a related field. A current C Class Driver Licence. Demonstrated experience in developing comprehensive strategic business documents, including strategies, roadmaps, and action plans. Proven track record in CX strategy development and implementation. Successful experience in driving customer-centric transformation initiatives. Demonstrable expertise in leading cross-functional workshops. Excellent written and verbal communication skills. Outstanding interpersonal skills with a demonstrated ability to form positive relations with a wide range of stakeholders. Experience working in a political environment requiring sound judgment, astuteness, and demonstrated political acumen (desirable). The salary range for this opportunity commences at $118,408 (Grade J, Step 1) + 11% super. Salary may be negotiable dependent on skills and experience. Click here to access salary information for all steps within the designated Grade. What's on offer An Attractive Remuneration Package. Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life. Permanent Full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options. Contribute to making a positive impact on our community. An investment in your professional growth, fostering continuous learning and development opportunities. Access to our employee Health and Wellbeing Programs. For more information, please contact Daniela Santucci (Manager City Improvement) at daniela.santucci@cbcity.nsw.gov.au You will need to submit your application via the ‘Apply Now' button and create a login using your email address and upload a: Resume; and Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role. Applications close Sunday, 17 March 2024. CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds. If you require assistance, please advise the contact person at the time of your application. Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.