Customer Experience CX Design Lead
Customer Experience CX Design Lead
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Job Description
Employment type: Fixed term until June 2026
- Streamlined & CustomerFriendly Processes Optimise highvolume customer interactions to align with CX best practices.
- Addressing Customer Pain Points Conduct customerfocused sessions and collaborate with business areas to resolve service challenges.
- Consistent & Easy Digital Forms Advocate for digitalfirst solutions ensuring usability and accessibility standards are met.
- A New Registered Portal Experience Define and enhance the customer portal to maximise system capabilities.
- Secure Payment Options Ensure payment solutions are compliant seamless and consistent across multiple channels.
Clear Communication & Customer Updates Implement structured communication strategies to keep customers informed throughout their journey.
What your day will look like
Team stand ups and planning to discuss priorities with cross functional teams and business stakeholders. - Analyse customer insights and conduct research together with any data from recent user research or workshops to identify areas for improvement.
- Collaborate with business teams to refine highvolume customer processes ensuring they align with CX best practices.
- Facilitate stakeholder sessions with internal teams to discuss improvements to the customer portal payment options or digital form design.
- Work with cross functional teams to map key customer journeys or prototypes for digital touchpoints to improve usability and accessibility.
- Review prototypes or system enhancements with UX DX and IT teams ensuring solutions meet customer needs and business requirements.
- Collaborate with marketing communications and customer service teams to craft clear structured messaging for customer updates.
- Oversee user acceptance testing and facilitating a smooth transition to the new solution.
- Support training programs to ensure customerfocused design is embedded in operations.
What you will bring
- A degree or diploma with several years of relevant experience in customer experience (CX) digital customer experience UX.
- Extensive experience in humancentred design service innovation and digital transformation projects.
- Strong understanding of digital marketing customer journey mapping and UX design principles.
- Expertise in project management methodologies (Agile Scrum JIRA) and business analysis.
- Proven success in facilitating service delivery improvements through system transformation.
Strong stakeholder engagement communication and leadership skills to drive CX alignment across teams. - Proficiency in data analytics tools and project management methodologies.
- Experience with change management methodologies (desirable).
If you progress past the interview stage you may be required to complete preemployment screening which may include police checks a medical qualification verification and an Australian work rights check.
We are one of Australias fastest growing and most diverse cities.
Please apply online by submitting your resume and cover letter outlining your suitability for the role via the provided link.
Wyndham City Council has zero tolerance to any form of child abuse and is committed to the safety wellbeing and empowerment of children. We create and maintain a child safe organisation which is embedded in the everyday thinking and practice of all employees volunteers and contractors. Additionally we are committed to fostering a culture of safety within the Council which includes the inclusion and empowerment of Aboriginal children their families and communities. Our recruitment practices reflect this.
At Wyndham City Council we value workforce diversity and inclusion and embrace individual uniqueness. We value diverse life experiences and the perspectives of our people while providing highquality services to all members of our community regardless of age gender ethnicity religion cultural background disability or sexuality.
Employment Type
Full-Time
