Customer Experience Consultant

Randwick City Council is seeking Expressions of Interests for an experienced leader to help drive our customer experience strategy and support Council in delivering tangible and meaningful improvements.

• Council is embarking upon a revolutionary exciting Customer Experience journey, whereby we are looking at ways to improve how we interact with our residents, businesses and visitors. We will be reviewing all of Council’s services and how we deliver them through the experience that our customers (residents, businesses and visitors) would want and expect. This will be a transformational project for Council and local government as an industry, as well as for our community.
• Council is looking for an experienced local government leader person to assist in advising the Customer Experience team and testing the improvement processes that Council is looking to implement from a business and community perspective. It is essential that following skills are demonstrated provided;

Eligibility criteria

• Local government experience as either a former Mayor, former Councillor or previously employed in the industry
• Experience with small and local businesses
• Experience leading enterprise-wide transformation programs
• Have the capacity to form independent views and to contribute constructively to Council’s customer experience strategy and delivery plans
• An understanding of the Randwick Local Government area.

Key duties
- The duties for this role will include:

• Providing research, insight and analysis to inform Council’s strategic direction, especially to the Senior Leadership team
• Working with local businesses to understand the voice of the customer
• Provide strategic input from a business and community perspective to ensure solutions identified by Council are customer-centric
• Collaborating and partnering with stakeholders within, across and external to Council to understand and prioritise specific customer experience pain points
• Preparing relevant reports and advice to guide decision making aligned to Local Government and Industry best practice, as well as insights from our customers
• The contract role will be remunerated following determination of the successful person and is expected to be in a part-time capacity for 12-18 months.