City of Joondalup

Continuous Improvement Analyst

The City of Joondalup takes pride in being a Local Government that has been internationally recognised for providing outstanding services to the local community. To continue to set the standard in WA Local Government for innovative services and programs, we are seeking highly motivated, enthusiastic employees who will be committed to making a positive contribution to the City and its community.

Continuous Improvement Analyst – Fixed Term Contract

• Salary: $99,077 - $104,746 per annum
• Plus up to 14.5% superannuation (conditions apply)
• Fixed Term Contract – 2 years (Until December 2025)
• Ref No: 24-050

The City is on an exciting transformational journey focusing on customer centric service delivery and systems. Our Customer Care Team is seeking a motivated and enthusiastic individual who can work with cross functional teams to deliver a leading customer experience through service delivery, design and continuous business improvements initiatives to enhance the customer experience provided by the City’s Contact Centre.

The Continuous Improvement Analyst is responsible for service development and enhancement. Reporting to the Customer Experience Lead, the primary focus of this role is to help drive measurable improvements in customer experience and ensuring business systems and processes are fit for purpose to support the delivery of excellent customer service.

Applicants need to provide a covering letter addressing the following key criteria:

• Proven ability to effectively lead, manage, mentor, train, and provide ongoing guidance to a team.
• Extensive experience working on process improvement, system optimisation and project activities within contact centres or customer centric organisations.
• Comprehensive knowledge and extensive experience in process design, process mapping & process improvement principles, methodologies, and tools including RPA technologies.
• Demonstrated experience working with advanced MS365 apps and services. Experience and exposure to Dynamics 365 will be highly regarded.
• Comprehensive knowledge and demonstrated experience in project and change management including working with Agile methodologies and tools.
• Demonstrated experience in planning and coordinating organisational customer service strategic projects and service reviews including deploying transformational changes.
• Highly developed analytical skills, including the ability to develop strategies, recommendations and reports supported by valid analysis.

The successful applicant will be required to have a satisfactory National Police Clearance.

To apply, please click on the "Apply" button above, and submit your resume and a covering letter addressing the above criteria. Applications close at 11.55pm on Tuesday 7 May 2024.

If you are interested, we would like to hear from you. Further information can be obtained by calling Andrey Gaissler De Querios, Customer Experience Lead on 9400 4193.

The City of Joondalup is committed to diversity and inclusion within all organisational practices and is an equal opportunity employer. The City encourages Aboriginal and Torres Strait Islander peoples, people of culturally and linguistically diverse backgrounds, people with a disability, people of all ages, sexualities and genders to apply for this position.

All employees and prospective employees of the City of Joondalup are required to declare any secondary employment and private activities to ensure that any conflict of interests may be appropriately managed.

JAMES PEARSON

Chief Executive Officer

Canvassing of Elected Members will disqualify applicants