About The Role
Join our Customer Experience team as Senior Projects Lead where you will play a pivotal role in delivering a variety of projects that shape how we understand and improve customer interactions.
Your focus will be on delivery of our Voice of the Customer program, alongside contributions to several other complex projects.
Some of your key responsibilities will include:
* Deliver and rollout the Voice of the Customer Program
* Lead projects dedicated to co-designing CX Key Performance Indicators and utilising the Voice of the Customer platform in business planning
* Provide internal expertise on the collection and analysis of customer insights and their application to service improvement
* Facilitate workshops, provide presentations, and deliver training sessions to support uptake of Customer Experience methodology
* Liaise with internal teams such as Community Engagement and ICT Digital Services to deliver our Customer Insights Management function
* Collaborate with the broader CX team to deliver on other complex projects, including regarding proactive communication, service redesign, and improvements to our customer relationship management systems
View the position description for more details about the role.
About You
To be successful in this role you will have:
* Bachelor's degree in business, marketing/communications, psychology or another relevant professional qualification and/or substantial equivalent experience
* Experience managing, leading, and delivering on moderate-to-complex change projects
* The ability to be resilient, agile, and personable
* A genuine desire to improve the Ipswich community
* Belief in our values of safety and wellbeing, communication, collaboration, integrity, efficiency and leadership
About The Benefits
This is a fixed term, full time position until 28 June 2027, with a salary commencing at $121,909 plus 12.5% superannuation.
* Positive workplace culture: Be part of a team that values positivity, inclusivity and a supportive environment where everyone can thrive
* Impact: Be part of the Customer Experience Program of Work, dedicated to delivering on projects that make impactful differences for our community and staff.
* Work/Life balance: 2 days work from home as standard, flex time and a supportive approach to work/life balance to maintain your well-being while fulfilling your work ambitions
* Leave options: Annual leave with 17.5% leave loading, cultural leave and other leave options
* Salary packaging: Tailor a variety of salary packaging options to your needs such as financial advice, income protection insurance, professional memberships, novated leases and more
About Us
Ipswich is a dynamic blend of rich heritage, proud communities, diverse landscapes, and a lively energy all contributing to a region full of liveability and opportunity. It is the state's fastest growing city and one of the oldest provincial cities.
Ipswich City Council contributes to our vibrant and growing region with teams operating across various industries delivering services to the community and creating our vision:
'Ipswich, a city of opportunity for all. Join us.'
We have a workplace culture built on our values of safety and wellbeing, communication, collaboration, integrity, efficiency, and leadership. Come and join us in shaping the future of the city and its people.
Join us
If you share our values and are passionate about enhancing the quality of life for the Ipswich community, then this could be the role for you.
Please apply online and submit:
* A cover letter of no more than 2 pages describing how your skills and experience will assist in meeting the requirements of this role
* A resume of no more than 4 pages including current licences/tickets/qualifications/certificates/visa that you hold
Closing date:
Please direct any related questions to
Pre Employment Screening:
Successful applicants must agree to provide information for pre employment screening including referee checks, validation of eligibility to work in Australia, criminal history check and may include health assessments, validation of qualifications and licences and other screening checks.
Ipswich City Council is an Equal Employment Opportunity employer:
We are committed to building a diverse and inclusive workplace by supporting equal opportunities regardless of gender, culture, generation, sexual orientation, or disability. We promote a respectful workplace culture that is free from all forms of harassment, workplace bullying, discrimination, and violence.