The Department of Health, Disability and Ageing are seeking an APS Level 5 to support our Customer Experience function, we are looking for a high performing individual who is proficient in reviewing and analysing customer experience data to draw meaningful insights and identify improvements to deliver better user experience, including accessibility and usability. The ideal candidate will have a customer centric mindset with strong stakeholder management and communication skills. They will ensure that the end-to-end service experience across multiple service providers meets customer expectations and delivers consistent value. They will be responsible to develop and implement strategies to enhance customer satisfaction, relevant policies and procedures specific to IT operations while managing escalations and complaints through formal and informal governance mechanisms. The key duties of the position include Data analysis & insight: Strong ability to analyse data, identify customer trends and report meaningful customer-experience insights, with confidence using tools like ServiceNow and Power BI. Customer centric: A customer-focused mindset with a genuine interest in understanding user needs and contributing to practical, innovative improvements. ICT knowledge: Broad understanding of IT systems, networks, cyber security principles, information management and IT service management. Communication & stakeholder engagement: Well-developed communication and stakeholder engagement skills, with the ability to build positive relationships with colleagues, partners, service providers and managed service vendors. Innovation & problem solving: Ability to support innovation and change using sound problem-solving and decision-making skills, and willingness to guide or support team members when needed. Customer service focus: Strong commitment to delivering high-quality customer service within a government ICT environment. Team culture & collaboration: Ability to contribute to a positive team culture by supporting role clarity, collaboration and a shared sense of purpose.
