Senior Customer Experience & Service Review Officer

Your new company
Join Willoughby City Council, a dynamic and diverse local government organisation serving one of Sydney's most vibrant communities. Based in Chatswood, you will join the Customer and Business Insights function and contribute to Council's customer experience and service improvement agenda.
Your new role
As Senior Customer Experience & Service Review Officer, you will lead end-to-end reviews of Council services, using customer, community and operational insights to identify opportunities to improve service delivery. Working across a range of business areas, you’ll combine analysis, stakeholder engagement and practical implementation to help embed sustainable, customer-focused improvements.
Day to day, you will:

- Lead end-to-end service reviews, from initial scoping and data collection through to recommendations and implementation.
- Map and review customer journeys, service interactions and internal processes to identify pain points and improvement opportunities.
- Analyse customer, community and operational data to identify trends, gaps and areas for improvement.
- Facilitate workshops and working sessions with teams across Council to understand current-state services and develop practical solutions.
- Engage with service leaders and stakeholders to understand operational challenges and customer needs.
- Develop evidence-based recommendations to improve customer outcomes and service performance.
- Translate complex findings and insights into clear, practical actions for service areas.
- Prepare reports, briefings and recommendations for senior leadership.
- Support teams through implementation and change, including stakeholder engagement, communications and adoption planning.
- Track progress, risks,



benefits and outcomes associated with service improvement initiatives.
- Provide specialist advice on customer experience, service design and continuous improvement.
- Coach and support teams to build their capability in customer-focused service improvement approaches.
- Work independently across complex assignments while influencing outcomes through expertise, collaboration and facilitation.

What you'll need to succeed

- Demonstrated experience delivering customer experience, service review, service improvement or organisational change initiatives.
- Strong understanding of customer experience, service design and continuous improvement practices.
- Experience undertaking end-to-end service reviews and identifying practical improvement opportunities.
- Strong analytical and problem-solving capability, with the ability to turn data and insights into actionable recommendations.
- Robust stakeholder engagement, facilitation and communication skills.
- Experience supporting change implementation and adoption.
- Relevant qualifications and/or substantial experience across customer experience, service improvement, change management or business improvement.

What you'll get in return

- $90-$100 per hour + super
- Initial 3+ month contract
- 35-hour working week
- Chatswood location
- Opportunity to lead meaningful service reviews and customer experience improvement initiatives across Council
- Work with diverse stakeholders and influence practical, sustainable service improvements

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
#3023583

📌 Senior Customer Experience & Service Review Officer (North Sydney)
🏢 Hays
📍 North Sydney