CX Transformation Change Lead

Job No: CN2359

Location: Newcastle

Employment Status: Fixed-term contract, full-time

No. of Vacancies: 1

Closing Date: 18 Jan 2021 AEDT

• Champion the Customer Experience Strategy and lead change.
• 36 month, fixed-term contract role working 35 hours per week.
• Flexible work arrangements available, including an optional 9-day fortnight.

City of Newcastle (CN) is looking for an experienced Customer Experience Transformation Change Lead to provide a balance of both communications and change management expertise to key stakeholders and subject matter experts from across the organisation.  This will include creating and executing comprehensive and effective communications and change management plans and activities.

Building strong and collaborative working relationships will be key in this role to support the Customer Experience strategic objectives and to embed a customer centric culture across CN.

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities, and health and wellbeing programs.

The essentials you’ll need:

• Bachelor’s Degree in Business, Communication, Change Management, Human Resources or a related qualification and/or demonstrated capability through past employment experience.
• Significant experience in the creation and execution of change management / transformation programs in complex, large organisational environments.
• Demonstrated project management skills including the ability to apply project management principles and practices to complex issues.
• Experience in the development and implementation of communication strategies and plans.
• Demonstrated experience in mentoring, coaching, training and team building.
• Ability to make sound, pragmatic and customer-focused decisions.
• Highly developed interpersonal skills, with proven abilities in consultation, managing resistance and influencing at all levels, and the capacity to develop and manage effective collaborative relationships with key stakeholders.
• Highly developed written and verbal communication skills, with confidence in delivering engaging presentations and reports, including the ability to write plain English content for a range of media.
• Self-starter with the ability to work independently as well as within a multi-disciplined, team environment.
• Demonstrated customer focus with a can-do attitude, outcome-driven and a passion for customer advocacy.
• Demonstrates the values and behaviours that contribute to a constructive, high performance culture.

Other valuable skills you may have:

• Knowledge in Design Thinking and Human Centred Design.
• Procsi Change Management certification.
• Project Management qualification.
• Experience working in an Agile environment.
• Understanding of the local government context and an awareness of the services provided by Council to the community.

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

To view the full position description please click here.

Application Closing Date: Sunday, 17 January 2021.

Remuneration: $107,622 + 9.5% Superannuation per annum for a 35-hour week.

Contact: Deborah Moldrich – Manager Customer Experience – 02 4974 2068.