Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, AustraliaClosing date: 11:59pm AEST on 23 September ****Status:Permanent Full-Time (35 hours per week)Salary: From $135,901 - $156,286 per annum + 12% superannuationRandwick City Council is an creative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney.
Our Corporate Planning and Performance team is seeking a Coordinator Customer Experience.Ask "what does it look like from the customer's side" in every project meeting?
Bring the customer's voice into rooms where it isn't lost in systems, process, and regulatory detail?
Thrive on connecting the dots between service design, digital, and culture change?
Apply your analytical and stakeholder engagement skills to help shape and improve customer experiences.
We're looking for a curious and motivated professional who asks, "What is the data telling us?" before jumping to solutions.
Bring fresh perspectives, influence positive change, and grow your career in a supportive environment.Enjoy flexible working arrangements, a 9-day fortnight option, additional leave benefits, professional development opportunities, the option of novated leasing, and a stunning eastern beaches location.What we valueWe are a dynamic team where integrity, customer focus, accountability, respect, and excellence drive high performance.
Our inclusive culture values equity, diversity, and a commitment to supporting our employees and the wider community.Things you will do:Lead the implementation of council's customer experience improvement program, acting as an internal consultant on CX strategy, digital channels, service design and organisational cultureWork cross-functionally with Customer Service, IMT and operational teams to drive continuous improvement across digital channels, service journey redesign and self-service capabilitiesBuild customer intelligence capability across the organisation,



embedding customer-centred service practices and performance measurement into everyday ways of workingIdentify and progress improvement opportunities that lift customer satisfaction and reduce customer effortChampion a customer-first mindset across teams, helping others see how their work shapes the customer's experienceYou will bring:Degree in customer service, public administration, business or a related discipline, or equivalent industry experience coordinating CX projects within a complex organisationDemonstrated experience coordinating multi-workstream programs, including developing work plans, tracking progress and reporting to management in a challenging environmentSound working knowledge of customer experience, service request management and digital service delivery, including experience with CRM or service management systemsStrong analytical skills, with the ability to synthesise insights from customer satisfaction surveys, service performance data and operational reporting to inform improvementSuperior communication and facilitation skills, with a demonstrated ability to build consensus and drive outcomes across teams without relying on direct authorityA genuine commitment to continuous improvement and customer-centred service delivery, with a practical, solutions-oriented approach to closing service gaps and supporting cultural changeFurther information:View the position description online or contact Helen Cram, Manager Corporate Planning and Performance on .
Note, please provide comprehensive answers to the questions in the online application in your own words to be considered for the position.Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings.Randwick City Council is an equal opportunity employer, and we value a diverse workforce and an inclusive culture.
We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.Job function Professional and Administrative PositionRandwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia
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📌 Coordinator Customer Experience (Sydney)
🏢 Randwick City Council
📍 Sydney