Business Services - Customer and Digital Services | Customer Service/Call CentreExperienced in leading initiatives in human centred and service design.Experience in the local government or services industry.3-Year management contract, excellent salary and conditions.About the RoleThis position plays a key role in the Customer and Digital Services and working collaboratively across Council to champion Service Design in support of our purpose of Growing Townsville and to deliver the Corporate Plan in consultation with the Townsville Community.Accountable to the Team Manager Planning and Delivery, this position will be focused on the needs and aspirations of the Townsville community; growing and managing customer relationships, developing a culture of customer-centricity and personal accountability; and reshaping how we deliver services to maximise value; the customer experience (CX).About YouYou will work across the business to design and define the superior customer experience, design and implement strategies and solutions to enhance customer experience at key service points.Undertake research and identify actionable insights and areas for improvement of the overall customer experience. Develop and lead, design concepts in the program/BAU initiatives, from concept through to delivery while working alongside stakeholders to create a shared understanding of outcomes and deliver key initiatives, projects and service design actions. Demonstrated experience delivering Service Blueprints, Customer Journeys, Human Centred Design research and project delivery required.How to ApplyYour application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume and attached copies of any licences and qualifications as per the key requirements of the role.For further information review the Position Description.Current TCC employees are required to discuss their intention to apply for an advertised position with their Team Leader/Team Manager prior to lodging an application.
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