• Temporary, Full time
• $123,766.93 per annum plus Superannuation
• Join the Customer Experience team

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The role involves the implementation of this strategy, stakeholder engagement leveraging customer feedback including complaints and ombudsman escalations, Customer Insights, as well as coaching and CX training across the entire organisation.

What you’ll be doing:

• Accountable for strategic development, delivery and adoption of customer orientated plans, frameworks, programs and measurements, with a view to influencing a customer-centric organisational culture.
• Deliver a matured CX program focused on customer journey improvements and general CX improvements using innovation and continuous improvement, which prioritises CX success measures.
• Competently project manage a range of significant, and culturally impactful projects to enhance the way Hume City Council delivers services to customers via all primary channels (including social media, web, face to face, artificial intelligence, chat bots, etc.)
• Work across Hume City Council to drive a CX culture and position the business to measure and support improving the performance of customer journeys - enabling the right mindset, skillset, and toolset.
• Lead CX transformation across the enterprise focused on customer journey improvements and general CX improvements using innovation and continuous improvement.
• Influence teams across Hume City Council (including the Customer Service Centres) with the mindset, skills, and tools needed to create behaviour change that delivers improvements.
• Position the Customer Experience department to deliver on the needed changes at a department level, supporting organisational performance across the organisation to achieve CX outcomes.
• Define, plan and implement programs of work required to implement the CX strategy and achieve performance objectives, including driving approval and implementation of initiatives, proposals and business cases.
• Analyse internal and external research, insights and business information to identify innovative initiatives and proposals that will streamline and elevate CX across all Hume City Council customer journeys.
• Lead (complex) projects to diagnose, evaluate and develop solutions to improve customer experience.
• Identify, scope and assess opportunities for improvement by performing data analysis of business and/or process performance and taking data from multiple sources, breaking it down and synthesising a plan of action around findings.
• Understand the needs of customers across any segment or life-stage, outlining options to ensure these needs are met and finally ensuring the execution provides a good customer experience.
• Identify skill gaps and provide solutions to them through learning and training opportunities for individuals or the team.
• Drive the ongoing development of a customer culture across the organisation, supported by effective policy and process frameworks, indicators of success, and skilled team members.

The skills and experience you’ll bring to the role:

• Qualifications: Holds a bachelor's degree or MBA in a relevant field such as business administration, marketing, psychology, or a related discipline.
• Customer Experience Expertise: Demonstrated understanding of customer experience principles, methodologies, and best practices within a local government context.
• Project Leadership: Proven track record of successfully leading customer experience initiatives and projects, including strategy development and implementation.
• Industry Knowledge: Comprehensive knowledge of industry trends, emerging technologies, and advancements in customer experience within the local government or public sector.
• Data Analysis: Ability to analyse data, identify trends, and make data-driven recommendations to enhance customer experiences.
• Financial Management: Experience in budgeting, resource allocation, and monitoring financial performance for customer experience initiatives.
• Stakeholder Engagement: Proven ability to collaborate with cross-functional teams, stakeholders, and community members to drive customer-centric change and manage customer feedback.
• Leadership Skills: Strong leadership abilities, including the capacity to influence, inspire, and foster a culture of superior customer experience.

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

ABOUT THE COMPANY

THE WORLD OF is an experiential agency at the juncture of culture, technology and the human condition. A pioneer of imaginative world-building, it transports audiences through new dimensions, forging moments of meaningful exchange.

The studio’s practice is deeply rooted in archival research and incisive collaborations—with artists, designers, architects, musicians and creative technologists. At its core is the belief that emotional connection is grounded in the physical: tangible, sensory, in-person experiences. Its clientele are global, moving between disciplines and markets.

THE ROLE: PROJECT COORDINATOR

THE WORLD OF is seeking a full-time Project Coordinator to support the delivery of projects and agency operations.

The Project Coordinator will bring a passion for creativity, design, quality, and detail to the role, working closely with project teams, contributing to all stages of projects. This role will influence and become an integral part of the reputation of THE WORLD OF as an agency that is unrelenting in its commitment to original creative, design and detail.

RESPONSIBILITIES:

• Support the management and delivery of small-large scale projects for highly discerning global and local clients with creative, design and production standards that set new benchmarks within the market each time.
• Coordinate and manage the aspects of a project you are responsible for to ensure outcomes are delivered, producers are supported, and client expectations are surpassed.
• Maintain strong, professional, and effective communication with stakeholders, suppliers, and clients to build positive relationships.
• Fostering client relationships throughout all stages of the project to ensure clients’ expectations are exceeded, and all deliverables are achieved.
• Manage project budgets to meet the profit targets and required financial outcomes.
• Support the creative, design and production deliverables and timelines to ensure the concept and design is executed to THE WORLD OF standard.
• Support in the research and development of client proposals including proposal documentation, budgeting, feasibility, and sourcing.
• Working collaboratively to support the Director, Creative Director and Head of Projects and Head of Production as needed.
• To source, brief, liaise with and manage suppliers on and build strong and positive relationships to maximise value and outcomes.
• Contribute ideas and strategies to continually innovate and evolve the way in which we produce projects for greater efficiencies and outcomes.
• Support the project team on a day-to-day basis ensuring deliverables are met.
• Support on multiple projects at a time across all aspects of client management, production management, budget management and final delivery.
• Develop, drive and meet project timelines.
• Develop schedules, briefings and onsite documentation.
• Support on the onsite delivery final execution to the THE WORLD OF standard.
• Within the agency, the team is required to be available to work all days and nights when an event is on, excluding times when annual leave has been approved.
• Provide administrative support to the Office Manager and team.
• Contribute to a positive and collaborative team culture.
• Champion the agency’s sustainability code.
• This role reports to the General Manager

• Sydney-based—able to work from the Surry Hills office 5 days per week
• Communication excellence
• Organisational excellence
• Collaborative & Proactive
• Production support excellence
• Strong work ethic
• Passion for events

• Regular creative off-sites provided, including; bonding trips, theatre, events, exhibitions, and team meals
• A great, creative and dynamic team
• Newly refurbished office with beautifully designed detailing and an abundance of natural light
• Opportunities to contribute positively to the companies growth