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 one of the state's fastest growing cities 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 communication, collaboration, integrity, efficiency, and leadership. Come and join us in shaping the future of the city and its people.

About the role

The Senior Customer Experience Officer is responsible for collaborating with the Customer Experience team and support and deliver the Customer Experience program across the Libraries and Customer Service Branch and throughout council.

Some of your key responsibilities will include:

• Lead customer experience business as usual and project activities including planning, process reviews, information gathering, analysis, testing, implementation and creation of project support documentation
• Support the delivery of customer experience initiatives including project management, participation in, and preparation of meeting minutes, system data collection and synthesis, root-cause analysis and report writing
• Develop targeted communications and provide post-implementation technical support in the deployment and ongoing maintenance of Content and Customer Experience systems solutions

View the position description for more details about the role.

About you

To be successful in this role you will have:

• Diploma level qualifications in project management methodology or equivalent experience gained in a large multi-channel services organisation
• High level interpersonal and communication skills to liaise with stakeholders across council
• The ability to lead customer experience improvement projects
• Belief in our values of communication, collaboration, integrity, efficiency, and leadership

About the benefits

This is a permanent full-time position with a salary commencing at $89,396 plus 12.5% superannuation.

• Positive workplace culture: Be part of a team that values positivity, inclusivity and a supportive environment where everyone can thrive
• Work/Life balance: Enjoy a supportive approach to work/life balance to maintain your well-being while fulfilling your work ambitions
• Diversity and inclusion: Work with a diverse workforce where different ideas and perspectives lead to innovation and better decision making
• Learning and development: Experience ongoing learning, development and career opportunities to enhance your skills, expertise and knowledge of industry trends
• Health and well-being: Access to gym memberships, employee assistance program and special events supporting your physical and mental health
• 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

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: 5 May 2025

Please direct any related questions to Jen Gisler [email protected] or [email protected].

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 heath 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.