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 michelle@ashdownpeople.com.au
