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Position Details

Customer Experience (CX) Process Analyst

Applications close 02/08/2020

  • Salary: $88k per annum + Monthly ADO + Superannuation
  • Temporary Full Time
  • Fixed Term Full Time (2 years)
  • Fantastic benefits, wellbeing programs, training & development opportunities & more!
The City of Stonnington takes in the suburbs of Armadale, Glen Iris, Kooyong, Malvern, Malvern East, Prahran, South Yarra, Toorak and Windsor with a resident population of almost 120,000. The service provided to our residents, visitors, businesses and community is our top priority.

For this reason, Council has developed a new Customer Experience (CX) Strategy to support every division and person at the City of Stonnington to be more customer-focused and deliver exceptional services to our community. We want to consider people’s unique needs and expectations, and think about how people separately engage with our services. By doing this successfully, we’ll provide even better services to the community.

The Customer Experience portfolio is a brand new initiative and department. The position of Process Analyst will be a critical member of our new ‘Experience Hub’. In this position you will lead the mapping of end-to-end business processes with stakeholders to map customer needs, define business needs and translates them into process requirements and controls, process flows, quality standards and design documentation.

We are looking for a curious, self-motivated person that can deliver outcomes or problem-solving focused. To succeed in this position you'll need a demonstrated knowledge of process improvement and design process (ie Lean, Six Sigman, etc) and experience and understanding of CRM practices and solutions. Additionally, you’ll need a strong and evident commitment to customer centricity and well-developed project management skills. A Bachelor degree in Business, Management, Commerce, Science, Mathematics or a related field and familiarity with change management methodologies and tools (ie Agile) is highly desirable.

We pride ourselves on being a progressive organisation, offering exceptional working conditions and fostering a collaborative and trustful culture. We invest in our staff with an award nominated Wellbeing Program and extensive learning and development program. We also offer a monthly accrued day off, annual leave loading, and priority access to Council managed childcare facilities and maternal child health and immunisation services. For those days in the office, you’ll be working in a modern and sustainable solar powered building, surrounded by an abundance of cafes, shops and restaurants.

We are open to flexible working arrangements including part time at 4 days a week or shorter hours over 5 days a week, along with working from home. This is a 2 year temporary position.

The City of Stonnington is committed to being a child safe organisation. As an equal opportunity employer, we are committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Be part of Stonnington. Work that matters. People who make a difference

Submitting your application
A Position Description is attached below for your perusal which includes the Key Selection Criteria. Applicants must address the Key Selection Criteria as part of their application. To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

For further information on how to apply contact the Council’s Recruitment Officer on Ph: 03 8290 1333.
For position related queries, please contact Tracey Limpens on Ph: 8290 1146

A Position Description including the Key Selection Criteria can be found here.

Position Descriptions
PD - Customer Experience Process Analyst - May 2020.pdf

The Inherent Requirements for this position can be found here. Please note this document must be read prior to applying for the vacancy.