Service and Customer Experience Strategy Specialist

Job title: Service and Customer Experience Strategy Specialist
Discipline: Marcomms
Location: Parramatta
Contract: Contract
Salary: $1000 p/d + super
Duration: 6 Month Contract
Contact: Michelle Shen
Call: Michelle
Reference: 10852

Customer Experience Strategy and Service Specialist | 6 months contract | $1100 /day inc. super

  • $1000 per day + super
  • 6 month contract
  • Parramatta office 


About the Company


This NSW Government agency is a major service provider that strives to deliver a better future for the community by focusing on learning and growth.


About the Role


This newly established Service Experience function and position is responsible for developing and embedding a new customer experience capability that will transform how services are delivered to community.

Key Accountabilities

  • Lead and drive the development of concepts - definition of customer needs, task analysis and creation of sitemaps, process and wireframes
  • Develop and definite the customer experience strategy and roadmap, focusing on transforming the end-to-end customer journey and partnering with various teams to execute the strategy
  • Leading the development of the service strategy and roadmap, embedding a service focused mindset
  • Scope projects to ensure they support the customer and service strategy
  • Improve the overall customer experience and ideation of future experiences
  • Use customer insights and the "voice of the customer" to drive action plans
  • Work proactively with internal stakeholders
  • Design visually compelling frameworks, process/screen flows and wireframes to drive service re-design and continuous improvement
  • Identify where operational procedures, user documentation and/or training materials require updates or changes
  • Contribute to assessing change with a clear focus on the impact on people, operations, systems and technologies


About You

  • Tertiary qualification or strong relevant experience in customer experience strategy, user design, or related discipline
  • Minimum 5 years' experience in Customer Experience design
  • Experience working on complex pieces of work/programs/transformations
  • Significant experience with leading stakeholder engagement by managing expectations and competing interests
  • Ability to meet deadlines and have excellent time management skills
  • Strong levels of communication and interpersonal skills



Please apply if you are interested. Please note, only shortlisted candidates will be contacted. If you have any questions, please contact