Role Description Director, Customer Experience

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1 Role Description Director, Customer Experience Classification/Grade/Band Band 1 Senior Executive Work Level Standards ANZSCO Code PCAT Code Date of Approval Work Contribution Stream: Service/Operational Delivery Primary purpose of the role The Director, Customer Experience leads communications and customer engagement programs and develops innovative approaches to research, collaboration, and customer satisfaction measurement that create improved value for the Agency and enhanced experiences for customers. Key accountabilities Lead the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives to align with NSW Government's customer service vision and strategies Advise the Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities Lead and/or direct specific customer research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models Drive the ongoing development of a customer service culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise customer experience Key challenges Achieving a fully integrated approach across a range of innovative and diverse communication channels including the proactive adoption of digital and social media opportunities Championing a long term strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues 1

2 Key relationships Who Internal Why Manager Provide strategic advice, counsel and recommendations on customer engagement and experience matters to influence organisational strategy, decisions and initiatives Prepare briefs and support the Executive in communications and response to the Minister Report on progress towards business objectives and discuss future directions Executive Provide expert advice on customer experience and customer satisfaction to influence decisions and support initiatives Share and evaluate customer satisfaction measurement outcomes, and consider strategic and tactical responses Direct Reports Lead, guide and support Set performance expectations and mange performance and development External Other NSW Government Agencies Establish effective networks to enable performance benchmarking, monitor industry trends, maintain currency, and collaborate on common responses to emerging and future issues Media organisations, Community and Customer advocacy groups Vendors/Service Providers and Consultants Establish and sustain proactive relationships to achieve effective bilateral information sharing Negotiate and approve contracts or service level agreements with external providers (e.g. research, web design, social media) and monitor performance standards and service outcomes to ensure the high quality and effectiveness of activities Capabilities for the role The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework is available at Capability summary Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. Role Description Director, Customer Experience 2

3 Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Highly Highly Focus capabilities Manage and Develop People Inspire Direction and Purpose Optimise Business Outcomes Manage Reform and Change The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. NSW Public Sector Capability Framework Personal Attributes Act with Integrity Model the highest standards of ethical behaviour and reinforce them in others Represent the organisation in an honest, ethical and professional way and set an example for others to follow Ensure that others have a working understanding of the legislation and policy framework within which they operate Promote a culture of integrity and professionalism within the organisation and in dealings external to government Monitor ethical practices, standards and systems and reinforce their use Act on reported breaches of rules, policies and guidelines Role Description Director, Customer Experience 3

4 Communicate Effectively Highly Articulate complex concepts and put forward compelling arguments and rationales to all levels and types of audiences Speak in a highly articulate and influential manner State the facts and explain their implications for the organisation and key stakeholders Promote the organisation s position with authority and credibility cross-government, cross-jurisdictionally and outside of government Actively listen, and identify ways to ensure all have an opportunity to contribute Anticipate and address key areas of interest for the audience and adapt style under pressure Commit to Customer Service Highly Create a culture which embraces high quality customer service across the organisation, ensuring that management systems and processes drive service delivery outcomes Engage and negotiate with stakeholders on strategic issues related to government policy, standards of customer service and accessibility, and provide expert, influential advice Ensure that responsiveness to customer needs is central to the organisation s strategic planning processes Set overall performance standards for service delivery across the organisation and monitor compliance Work Collaboratively Build a culture of respect and understanding across the organisation Recognise outcomes which resulted from effective collaboration between teams Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation and cross-government Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions Results Plan and Prioritise Understand the links between the business unit, organisation and the whole-of-government agenda Ensure business plan goals are clear and appropriate including contingency provisions Monitor progress of initiatives and make necessary adjustments Anticipate and assess the impact of changes, such as government policy/economic conditions, to business plans and initiatives, and respond appropriately Consider the implications of a wide range of complex issues, and shift business priorities when necessary Undertake planning to transition the organisation through change initiatives and evaluate progress and outcome to inform future planning Business Enablers Show commitment to the use of existing and deployment of appropriate new technologies in the workplace Role Description Director, Customer Experience 4

5 Technology Business Enablers Project Management People Management Manage Reform and Change Implement appropriate controls to ensure compliance with information and communications security and use policies Maintain a level of currency regarding emerging technologies and how they might be applied to support business outcomes Seek advice from appropriate technical experts to leverage information, communication and other technologies to achieve business outcomes Implement and monitor appropriate records, information and knowledge management systems protocols and policies Prepare clear project proposals and define scope and goals in measurable terms Establish performance outcomes and measures for key project goals, and define monitoring, reporting and communication requirements Prepare accurate estimates of costs and resources required for more complex projects Communicate the project strategy and its expected benefits to others Monitor the completion of project milestones against goals and initiate amendments where necessary Evaluate progress and identify improvements to inform future projects Actively promote change processes to staff and participate in the communication of change initiatives across the organisation Provide guidance, coaching and direction to others managing uncertainty and change Engage staff in change processes and provide clear guidance, coaching and support Identify cultural barriers to change and implement strategies to address these Role Description Director, Customer Experience 5

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