Position Description

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1 Position Description Title Customer Experience Digital Design Lead Directorate Environment & Infrastructure Department Innovation Location Camberwell Classification Senior Officer Position code Position purpose The position is another step in the direction that Council is pursuing in creating a workplace culture that promotes innovative thinking and transforms the way we work and deliver services to the community. This role will manage the collection of insights and information to the development of the Customer Experience Improvement Strategy. The Customer Experience Digital Design Lead will be advocating for the use of design research insights to inspire and recommend improvements to an existing customer journey or for creating new concepts that delight customers. The role will drive implementation planning of the Customer Experience

2 Improvement Strategy across Council and encourage service areas to review their current channel approach through the delivery of timely and relevant research and analysis. The Customer Experience Digital Design Lead will develop and drive a structured process for service areas, undertake policies implementation and procedure development to enable digital adoption strategies to be effective. It will also accelerate the adoption of digital channel self service capability in service areas. Reporting relationships Reports to: Internal liaisons: External liaisons: Innovation Leader Customer Experience Improvement Project team IT Digital Customer Service Communications Managers and Coordinators of Departments undergoing process improvement reviews. Service areas of Council whose participation is required to implement process improvements in the departments undergoing improvement reviews. Customer Experience Improvement Project consultants Assessment criteria The position will be assessed against the following items: Council Plan Business Plan Performance review and enhancement program (PREP) Risk management Boroondara values statements

3 Duties and responsibilities Lead and influence managers to build and deliver the case for the internal policy or procedural reforms required to support digital channel utilisation and enable the Customer Experience Improvement Strategy to be effective. Develop a sustainable user research program; compiling the results into a series of insights, service opportunities and design principles. Deliver a process to capture and communicate this research to a wide audience. Use research to design inspiring new solutions to the challenges faced by services, often in collaboration with end users, frontline workers and stakeholders. Plan a program of events and workshops to bring together users and stakeholders to unpick the challenges faced by the service and propose new solutions. Champion, explain and demonstrate the design process to stakeholders, staff, frontline workers and the wider public. Manage the development of value propositions and messaging strategies to accelerate adoption of digital channel self-service capability across Council and the community, including development and delivery of education and awareness programs for customers, residents and staff. Be the influential voice of change to stakeholders across the organisation to develop their understanding of the implications and opportunities around digital innovation with awareness of latest digital technologies and trends. Mobilise and enhance senior stakeholder support for the implementation activities of the Customer Experience Improvement Strategy. Document management Document management is a shared responsibility between staff, managers, corporate information and system administrators. ECM is the corporate document management system. The Council Service Charter requires a final or interim response to incoming correspondence be provided within 10 working days. If an interim response is provided, it will detail when a full response will be provided.

4 All staff are responsible for making and keeping complete full and accurate records in the Corporate System ECM that adequately document Council business activities and support any decisions made. This further extends to making information available to other staff through ECM improving the overall service provided by Council. Risk management Assist with the implementation of Risk Management policies, procedures standards, guidelines, instructions and Risk Assessment Control Plans Consult with employees on OHS issues and support OHS Representatives in their duties and/or requests Discuss Risk Management issues as a part of team meetings Conduct and document system reviews and inspections of employees and contractors with assistance from the Risk Management Team, manager(s), OHS Representatives and/or employees Confirm and/or deliver proper training and instruction is given to personnel allowing them to complete jobs safely and without risks to health Take appropriate action to alleviate any hazardous situation, unsafe act or omission that is observed or brought to their attention and provide appropriate feedback Conduct effective induction of all employees, followed by ongoing training to develop and maintain a high level of OHS awareness Assist with the implementation of Return to Work Plans Accountability and extent of authority Develop and maintain a program to deliver strategic advice on the implications of digital technologies on service area operations. Manage the implementation of the Customer Experience Improvement Strategy project roadmap in collaboration with the Customer Experience Improvement Strategy project team, CRM project team and suppliers for the timely completion of project deliverables. Lead engagement across the organisation for the move to digital and mobilise the proactive participation of the business as usual operations team (as required) to achieve project deliverables. Determine, through consultation and engagement with the Executive Management team, Roadmap actions and manage the development of implementation plans for service areas within agreed timeframes

5 including delivery of business cases for process and technology solutions. Judgment and decision making Lead digital design thinking across the organisation. Apply unique skills and interests to develop new opportunity domains. In addition the incumbent is expected to exercise autonomy, discretion and professional judgement in all responsibilities and to recognise when to involve / escalate to a more senior person. Specialist skills and knowledge The following skills and specialist knowledge are required An understanding of the long term goals of the wider organisation and of its values and aspirations and of the legal and socio-economic and political context in which it operates. Strong previous experience in utilising the results of customer research into insights, service opportunities and design principles. Strong understanding of design thinking and human centred design approaches. Ability to explain and demonstrate the design process to stakeholders, staff, frontline workers and the wider public. Organisational skills including project and task management and proven ability to meet deadlines. High level writing skills for a variety of audiences and the ability to analyse and interpret data Demonstrated ability to design inspiring new digital solutions to the challenges faced by services, often in collaboration with end users, frontline workers and stakeholders. Lead the development and implementation of a digital roadmap to support the Customer Experience Improvement Strategy. A working knowledge of budgeting principles and financial documentation

6 Management skills Strong experience in managing the delivery of digital projects in a complex organisation. Ability to motivate Managers and Council officers to deliver project outcomes consistent with the Customer Experience Improvement Strategy findings. Demonstrated capability to understand organisational dynamics, and manage large and small projects. Interpersonal skills Ability to persuade, convince or negotiate with all levels of management and staff, members of the public, external agencies and persons in other organisations. Excellent written and verbal communication skills. High level analytical thinking and problem solving skills. Extensive knowledge of digital opportunities for government. Qualifications and experience A tertiary qualification, in a relevant field, with experience in the development and delivery of a Digital or Service Design Program at a senior level, ideally in a government context. Proven significant experience in developing and managing digital change, digital customer engagement and/or digital transaction adoption projects in complex operational environment. Experience in managing digital and/or service design projects: managing stakeholders and clients as well as keeping projects on time and budget. Experience developing, selling and implementing compelling value propositions for digital self-service capabilities. Proven experience in training and coaching service delivery teams. Demonstrated understanding of consumer digital and mobility trends, including how to influence consumer attitudes and behaviours towards digital channel technologies.

7 Selection criteria A tertiary qualification, in a relevant field, with experience in the development and delivery of a Digital or Service Design Program at a senior level, ideally in a government context. Strong previous experience in utilising the results of customer research into insights, service opportunities and design principles. Proven experience in leading and managing digital change, digital customer engagement and/or digital transaction adoption projects in a complex operational environment. Extensive knowledge of digital opportunities for government. Experience in managing digital and/or service design projects: managing stakeholders and clients as well as keeping projects on time and budget. Experience developing, selling and implementing compelling value propositions for digital self-service capabilities. Ability to persuade, convince or negotiate with all levels of management and staff, members of the public, external agencies and persons in other organisations.

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