Customer Experience Insights Lead
Full time, permanent role
Geelong office location, with flexible hybrid working (3 day office attendance per week)
Offering a competitive salary, Band 10.1 $140,270 base plus superannuation
Care in Action
With a career in IT Shared Solutions (ITSS), you'll be part of two organisations with an important purpose for the Victorian community; to look out for the lives of everyone who travels on Victoria's roads, as well as reducing workplace harm and improving outcomes for injured workers.
Right now, we're seeking a Customer Experience Insights Lead who will play their part in the shared purposes. Someone with the right skills and expertise, as well as attitude and openness to new ideas, that help advance positive outcomes for the organisations, their colleagues, and themselves.
The Opportunity
An exciting opportunity exists to join the Service Management Office supporting TAC, WSV and our community of customers as the Customer Experience Insights Lead.
The Customer Experience Insights Lead will play a pivotal role in delivering best in class IT customer experience.
About the role
Reporting into the Senior Manager of the Service Management Office, you will work closely with Service Delivery teams, ServiceNow Platform Lead, Customer Experience Manager, and business stakeholders. The role will suit persons who are energetic, passionate about IT service management and driving IT customer experience.
A day in the life
Plans, manages and investigates business situation analysis where there is significant ambiguity and complexity.
Advises on the approach and techniques to be used for business situation analysis.
Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation.
Provides advice, guidance and expertise to promote adoption of methods and tools and adherence to policies and standards.
Determines the approaches to be used for user experience analysis. Plans and manages user experience and accessibility analysis activities.
Works closely within the wider SMO team and influences and leads with specialist knowledge.
What you'll need to succeed
Extensive data and analytics background including distilling complex data sets across various reporting tools into a single view.
Demonstrated data storytelling capabilities to unpack the 'why', including incorporation of data, visuals and narrative into communication.
Experience in defining, mapping, measuring and improving the customer experience.
Excellent analytical, problem-solving and critical thinking skills.
Demonstrated ability to build productive stakeholder relationships, and negotiate with, influence and build consensus with a wide range of stakeholders, including senior members of management.
Highly developed interpersonal and verbal communication skills, with strong customer focus and ability to understand issues, manage expectations, gain agreement, resolve conflicts and translate technical information into business language.
Strong experience in business analysis disciplines, including requirements elicitation and analysis, requirements management, process analysis and modelling, use cases, user stories, process improvement, business process design, data analysis and modelling.
Strong team player, able to collaborate effectively with others to achieve common goals.
Why you'll love it here
There's more to work than a competitive salary and employee benefits. As our newest Customer Experience Insights Lead you'll also:
Grow your way
Development programs and incentive plans to help advance your career and influence meaningful change.
Be at your best
Wellbeing initiatives, including discounted Gym & Pool Memberships and flexible working arrangements, to support you in being the best you can be.
Achieve, together
We're a collaborative and empathetic workplace. Work alongside your team to make a truly positive difference to people's lives.
Ready to put care in action?
We'd like to hear from you.
Click apply to submit your Cover Letter and Resume. If successful, you'll progress to an interview. All applicants will be advised of the outcome of their application.
For more information, read the attached Position Description or contact Sophie Menner - Shared Services Specialist on 03 9300 0810 for a confidential discussion. Applications for this role will be accepted up until 11:55pm on Monday 16 th
September 2024.
If we can do anything to help make applying for this role easier, please let our People, Culture & Engagement Team know at ******. If over the phone is better for you, our number is 5225 7500.
A safe place to work
We're committed to the health, safety and wellbeing of employees. This extends to inclusion, diversity and accessibility in our employment practices. We encourage Aboriginal and Torres Strait Island people, people with disability, men, women and gender diverse people, culturally diverse and LGBTIQ+ people to apply for our roles.
Child Safety
At the TAC we are committed to the safety of children and young people. For more information regarding our commitment to child safety, please visit our website.
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