Coordinator Customer Experience

Closing date: 11:59pm AEST on 23 September 2026 Status: Permanent Full-Time (35 hours per week) Salary: From $135,901 - $156,286 per annum + 12% superannuation   Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Corporate Planning and Performance team is seeking a Coordinator Customer Experience. Do you: Ask “what does it look like from the customer’s side” in every project meeting? Bring the customer’s voice into rooms where so it isn't lost in systems, process, and regulatory detail? Thrive on connecting the dots between service design, digital, and culture change?   Apply your analytical and stakeholder engagement skills to help shape and improve customer experiences. We’re looking for a curious and motivated professional who asks, “What is the data telling us?” before jumping to solutions. Bring fresh perspectives, influence positive change, and grow your career in a supportive environment.   Enjoy flexible working arrangements, a 9-day fortnight option, additional leave benefits, professional development opportunities, the option of novated leasing, and a stunning eastern beaches location.   What we value   We are a dynamic team where integrity, customer focus, accountability, respect, and excellence drive high performance. Our inclusive culture values equity, diversity, and a commitment to supporting our employees and the wider community.   Things you will do:   Lead the implementation of council’s customer experience improvement program, acting as an internal consultant on CX strategy, digital channels, service design and organisational culture Work cross-functionally with Customer Service, IMT and operational teams to drive continuous improvement across digital channels, service journey redesign and self-service capabilities Build customer intelligence capability across the organisation, embedding customer-centred service practices and performance measurement into everyday ways of working Identify and progress improvement opportunities that lift customer satisfaction and reduce customer effort Champion a customer-first mindset across teams, helping others see how their work shapes the customer’s experience   You will bring:   Degree in customer service, public administration, business or a related discipline, or equivalent industry experience coordinating CX projects within a complex organisation Demonstrated experience coordinating multi-workstream programs, including developing work plans, tracking progress and reporting to management in a challenging environment Sound working knowledge of customer experience, service request management and digital service delivery, including experience with CRM or service management systems Strong analytical skills, with the ability to synthesise insights from customer satisfaction surveys, service performance data and operational reporting to inform improvement Superior communication and facilitation skills, with a demonstrated ability to build consensus and drive outcomes across teams without relying on direct authority A genuine commitment to continuous improvement and customer-centred service delivery, with a practical, solutions-oriented approach to closing service gaps and supporting cultural change   Further information: View the position description online or contact Helen Cram, Manager Corporate Planning and Performance on (02) 9093 6658. Note, please provide comprehensive answers to the questions in the online application in your own words to be considered for the position.