Your future at the RIC:

As the Customer Experience Coordinator, you will support customer experience activities across RIC by helping coordinate customer feedback, insights and continuous improvement initiatives. Working with a range of cross-functional stakeholders, you will help maintain effective feedback processes and feedback loops, support reporting and follow-up activities, and contribute to a customer-centric approach across service delivery and decision making.

What you will do:

You will be responsible for:

Customer insights and reporting

- Support the collection and analysis of internal and external data, helping translate customer feedback into practical insights that improve customer and business outcomes.

- Coordinate regular reviews of customer feedback, insights and reporting, and assist with preparing recommendations aligned with organisational priorities.

- Assist in the planning, coordination and implementation of customer experience initiatives informed by customer insights, data and emerging business needs.

- Support the administration, monitoring and continuous improvement of the Voice of the Customer program, helping ensure feedback is captured, analysed, communicated and translated into meaningful actions.

- Monitor customer experience trends and best practice approaches and contribute insights to support continuous improvement activities.

- Coordinate the response process for customer complaints and feedback, including tracking, follow-up, stakeholder liaison, and provide the resources and support for stakeholders for timely resolution and/or escalation of complex or high-risk matters in accordance with RIC policies and processes.

Stakeholder relations

- Work collaboratively with operational and corporate teams across the organisation to support customer experience initiatives, identify opportunities for improvement and address customer pain points, process gaps and service inefficiencies.





- Assist with preparing and communicating customer insights, feedback themes and progress updates to stakeholders to support informed decision making and alignment with organisational objectives.

- Collaborate with the internal stakeholders to identify, support and implement opportunities to improve customer experience processes, feedback management and reporting capability through system enhancements, data integration, automation and emerging technologies, including AI.

You’ll be proud of:

- Working for an organisation that helps to build a stronger Australia through thriving regions

- Joining a workplace that is bold and acts with purpose, is down to earth, and embraces difference and acts as one.

- Contributing towards improved capabilities that meet the emerging needs of the business

- Discover why the RIC is a great place to work at ric.gov.au/careers

Is this job for you?

- Located in Orange, NSW

- Generous employment conditions such as paid Christmas shutdown leave, salary sacrifice options, health & fitness reimbursement and more!

- Salary range $97,346 to $108,162 per annum + superannuation

About you?

To be successful in this role, you will demonstrate the following capabilities:

- Strong research, analytical and problem-solving skills, with the ability to interpret information and apply sound judgement.

- Demonstrated ability to support the identification and implementation of process and system improvement initiatives.

- Strong stakeholder engagement skills,



with the ability to work collaboratively across teams and build effective working relationships.

- Ability to support and advocate for customer experience outcomes by working across operational and corporate teams to promote a customer-focused approach.

- Well-developed verbal and written communication skills, with the ability to prepare transparent information, reports and updates for a range of audiences.

- Ability to manage sensitive matters professionally, navigate conflict constructively and remain calm under pressure.

- Strong organisational skills, with the ability to coordinate competing priorities, manage tasks and meet deadlines.

- A high level of computer literacy with the ability to navigate through multiple computer platforms

- Ability to role model RIC’s behaviour standards and code of conduct and contribute to a collaborative, consultative and engaging workplace culture.

Knowledge and Experience

To be successful in this role, you will bring:

- Experience in a customer experience, customer service, complaints, feedback, insights or service improvement role.

- Demonstrated experience supporting customer feedback processes, reporting activities or continuous improvement initiatives.

- Experience using Salesforce or a similar Customer Relationship Management (CRM) system.

- Working knowledge of customer experience principles, customer feedback frameworks and service improvement practices.

- An understanding of human-centred design principles and customer service practices.

Qualifications

Relevant tertiary qualifications in customer experience, business, communications, marketing or a related discipline would be highly regarded

How to apply:

- Apply by submitting a current resume/CV.

- Attach a statement of no more than 750 words aligning your skills and experience to the job and the capabilities required to perform it.

- Applications close 11pm Friday 21 August 2026.

📌 Customer Experience Coordinator (Orange)
🏢 Regional Investment
📍 Orange