(TR-638) - Senior Project Officer - Customer Experience

(TR-638) - Senior Project Officer - Customer Experience

12 Apr
|
Department of Customer Service
|
Newcastle

12 Apr

Department of Customer Service

Newcastle

<p style=""><b><span style=" ">Senior Project Officer – Customer Experience Designer <span><b><p><br><p style=""><span style=""><b><span style="">Deliver on our Premiers’ priority for digital transformation and be part of a high-profile digital program<span><b><span><p><br><p style=""><span style=""><b><span style="">•Full-time roles available (Ongoing and temporary)

Clerk Grade 910<br>•Talent Pool will also be created from this recruited for future roles<br>•Salary package up to $135,305 pa <br>•Gosford or Parramatta (travel between the two will be required)<span><b><span><p><br><p style=""><span style=" ">The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW. <br>DCS has proudly introduced many innovations in service delivery and is continuing to adopt contemporary tools, techniques and systems to improve customer outcomes and operational efficiency. <br><br>DCS is currently undertaking an ambitious digital transformation of government services, underpinned by the Digital Government Strategy.<br><br><strong>About the Project<strong><br>The Licensing Program is key to DCS’ vision to be the world’s most customer centric government. It is our aim to engage through delivering smarter, user orientated digital solutions, reducing red tape, enhancing business productivity and protecting NSW communities. <br><br>The Licensing Program’s goal is to create end to end digital vocational licences from application and processing through to a digital licence on a customer’s phone. Replacing manual processes and products will increase the productivity of customers and agencies, contributing significant economic benefits to NSW.<span><p><br><p style=""><span style=" "><strong>About the Role<strong><br>This role sits within a multifunctional team and may require support within activities such a Project Management, Business Readiness or Change.<br><br>We are seeking someone who is passionate about providing a great customer experience and can apply their knowledge and enthusiasm in a challenging industry but always putting our customers’ interests at heart of all decisions.<br>You will enjoy conducting extensive customer research and facilitating workshops with various staff and customer groups (internal and external) to understand their current journey and preferred experience and apply customer centred design principles to co-design innovative solutions to meet customer needs and expectations. <span><p><br><p style=""><span style=" "><strong>Key responsibilities<strong><br>•Map digital user journeys to identify optimal engagement opportunities and enhance the customer experience<br>•Gather insights about pain points our users are experiencing and improvements our users suggest from various sources (e.g. behavioural data, interviews, Voice of Member forum and surveys)<br>•Create and modify website templates, based on successful behaviour patterns identified through research<br>•Enhance existing and create new experiences using design thinking <br>•Design and facilitate a wide variety of customer strategy and innovation techniques across the breadth of the innovation and customer experience design lifecycle<br><br><strong>About you<strong><br>•Ability to conduct qualitative research including preparation, recruitment, execution and synthesising key customer insights<br>•Ability to partner closely with technology, product, and business teams to co-design feasible, practical and cost-effective solutions to identified problems<br>•Knowledge in documenting customer journey maps and service blueprints. <br>•Ability to act as a customer advocate to understand and anticipate what customers need in order to enhance the customer experience. <br>•Excellent stakeholder engagement and communication skills required to communicate with various audience groups through written documentation, presentations and workshop facilitation.<span><p><br><p style=""><span style=" "><strong>Key challenges <strong><br>•Consulting and negotiating with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, interests and sensitivity of projects<br>•Balancing competing demands to ensure project objectives are achieved to the required standards and within budget<br><br>For enquiries regarding this position please email Amity on [email protected]<span><p><br><p style=""><span style=" ">Understand more about the Department of Customer Service. Take a look at the Department of Customer Service website at s:w.linkedin.comcompanynswcustomerserviceabout  to learn more about us:   <br><span><p><br><p style=""><span style=" ">In addition, see why you should work for NSW at s:iworkfor.why-work-for-nsw<span><p><br><p style=""><span style=" ">Click <span><a href="s:app.box.comsmdm0ud4mq8i07rrh26vnxms8jnhsqo6d">Here<a> <span style="">for Role Description<span><p><br><p style=""><span style=" "><strong>

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/10333635/tr-638-senior-project-officer-customer-experience-newcastle/?utm_source=html

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