Position Description

Transcription

1 Position Description Title Customer Experience Digital Lead Directorate Innovation Department Innovation Location Camberwell Classification Band 8 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 contribute insights and information to the development of the Customer Experience Improvement Strategy. You will facilitate implementation planning of the Customer Experience Improvement Strategy across Council. You will support service areas to review their current channel approach through the delivery timely and relevant research and analysis.

2 You will contribute your knowledge of digital strategies and approaches to accelerate adoption of digital channel self-service capability in service areas. You will facilitate the service areas to implement policies and procedures to enable digital adoption strategies to be effective. Reporting relationships Reports to: Innovation Leader Internal liaisons: 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. External liaisons: 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 Duties and responsibilities Analyse and model current and projected customer transaction demand by customer segment/type and evaluate and document customer needs and preferences by service delivery location.

3 Ability to build a case for internal policy or procedural reforms required to support digital channel utilisation and enable digital adoption strategies to be effective. Develop and refine value propositions and messaging strategies to accelerate adoption of digital channel self-service capability, including education and awareness programs for customers, residents and staff. Understanding of the implications and opportunities around digital innovation with awareness of latest digital technologies and trends. Develop senior stakeholder support to plan and deliver implementation activities for 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. 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

4 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 Provide strategic advice on the implications of digital technologies on service area operations. Develop the Customer Experience Improvement Strategy project plan in collaboration with the Customer Experience Improvement Strategy project team, CRM project team and suppliers for the timely completion of project deliverables. Drive engagement and the proactive participation of the business as usual operations team (as required) to achieve project deliverables. Contribute to the development and implementation of the customer experience improvement strategy across Council. Manage agreed project actions to completion within agreed timeframes including development of process and technology solutions. Judgment and decision making Ability to identify, analyse and resolve problems in a timely manner and report issues to the project team; demonstrate appropriate risk-taking and comfort with ambiguity. Identify possible solutions to reported issues using expertise, cross organisational consultation and external benchmarking. Recommend issues to be addressed in order to deliver maximum benefits to Council when considering resource and cost benefit outcomes. Specialist skills and knowledge The following skills and specialist knowledge are required Ability to analyse and model current and future transaction demand by channel by customer segment/type. Ability to develop and refine value propositions and messaging strategies. Strong understanding of design thinking and human centred design approaches.

5 Organisational skills including project and task management and proven ability to meet deadlines. Strong operational thinking skills. Lead the development and implementation of a digital roadmap to support the Customer Experience Improvement Strategy. Management skills High levels of self-motivation and an ability to manage multiple initiatives and priorities within specified timeframes. Ability to motivate groups of Council officers to deliver project outcomes consistent with the Strategy findings. Demonstrated capability to understand organisational dynamics, and manage large and small projects. Interpersonal skills Ability to contribute to the creation of an environment that challenges traditional thinking and finds proactive solutions to project challenges. Ability to gain the trust of officers from all areas and levels of council in order to seek information that will allow the determination of whether processes and other systems require improvement. Ability to discuss and resolve problems. Ability to engage and motivate a wide variety of Managers, Coordinators and officers of all levels. Qualifications and experience Extensive experience with Program/Project Management or equivalent experience, ideally in a cross-functional delivery capacity is preferred. Proven experience in supporting digital and traditional marketing and awareness campaigns, digital customer engagement and digital transaction adoption projects. Postgraduate qualifications preferred. Experience developing 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 changing consumer attitudes and behaviours towards digital channel technologies. Selection criteria

6 Proven experience in supporting digital and traditional marketing and awareness campaigns, digital customer engagement and digital transaction adoption projects. Ability to analyse and model transaction demand by customer segment/type. Ability to develop and refine value propositions and messaging strategies. Ability to develop effective digital policy and processes. Proven success in facilitating service delivery and customer experience change initiatives across a large organisation, with specific examples relating to digital channel migration and customer segment activation. Excellent communication and negotiation skills and the ability to influence others on strategic issues. Excellent presentation and interpersonal skills.