CX & Business Improvement Manager - Banyule City Council

Job Title: CX & Business Improvement Manager - Banyule City Council
Location: Melbourne
Salary: Competitive
Start Date: 2019-09-02
Reference: JO-1908-97347-3
Contact Name: Paris Plompen
Contact Email:
Job Published: September 03, 2019 16:42

Job Description

  • Enhance customer experience through culture
  • Refresh and implement the CX plan
  • Drive a holistic approach to business improvement
Are you passionate about enhancing the experience that customers have with an organisation and looking to apply your capabilities and experience in a new sector? Right now we are recruiting for a CX & Business Improvement Manager with an award winning organisation within the local government sector.
A role in local government will offer you the opportunity to work within one of the most diverse businesses you will ever experience. It's due to this diversity and complexity that the CX & Business Improvement Manager will play a critical role in the short and longer term success of the organisation. You can have a major impact on the community in this role by delivering on your key objectives!
Our client, Banyule City Council, has a beautiful office based in Greensborough, Victoria that is easy to get to thanks to the close proximity of public transport (train and buses) and major roads. The organisation prides itself on a customer-focused culture of innovation, best practice and continuous improvement and is striving to continue to get better!
In this role, you will bring a new perspective to the CX strategy and have the opportunity to refresh this based on your experience in the CX space. Being responsible for the implementation of the CX strategy, you will need to build strong relationships across the organisation to further enhance the culture that will be required to deliver exceptional customer experiences. 
Leading a small and dedicated team, you will need to empower, inspire and develop your workforce to maximise results and potential. This will see the department being recognised as an exceptional group within the organisation and one that is demonstrating what it takes to truly provide a great customer experience.
Working in with the IT & Digital Transformation Manager (also currently being recruited), you will ensure that customer service and experience aligns and integrates into the digital transformation program and that the voice of the customer is considered in key decisions and changes to service delivery.
You will also drive a holistic approach to business improvement across the organisation with a focus on efficiency, effectiveness and experience (for customers both internal and external).
This will be a dynamic role with plenty to do and with a CX strategy already endorsed, you have a great platform to launch from that will see you hit the ground running from day one.
What we are looking for -
We are looking for people who enjoy a challenge, are ambitious and optimistic in their view of what can be achieved and have a positive personality that naturally builds relationships. You don't need to have worked in local government to be considered for this role as the sector is changing in the CX space and we are keen to bring experience from other sectors into Banyule City Council. If you do have local government experience, that's a bonus of course! 
If you have led the implementation of CX strategies previously, shifted a culture to achieve more in the customer experience and service space and really want to make a difference, we want to hear from you!
To find out more about this exciting and impactful opportunity, you can download the PD by going to -
If you are keen to have a conversation with someone before hitting apply, reach out to Jeremy Laird on (03) 9929 9504 or Cameron Norton on (03) 9929 9522.
To apply for the role please email your resume to, quoting reference number JO-1908-97347 in the subject line of your email.

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