Project Analyst – Customer Experience

Project Analyst – Customer Experience Drive development & implementation of Customer Experience Strategy Showcase exceptional project delivery and analytical skills Permanent Full Time, 35hrs per week, 9 day fortnight (Opt in) Our team At Bayside Council, we are committed to a positive, flexible and supportive workplace culture, where our people and customers feel respected and valued. We are proud to serve our community through operating with transparency, integrity and in the best interests of the Bayside community to deliver exceptional service. The City Performance directorate underpins the delivery of service excellence by providing expertise in financial services, procurement, governance, customer experience, property services and business technology. About the role Provide project analytics and implementation support to the Customer Experience Unit for the implementation of Bayside Council’s Customer Experience Strategy and other key Council initiatives. This includes, but is not limited to, all aspects of project support including assessing, analysing, and prioritising requests to facilitate optimal project delivery that delivers improved outcomes for the community. This role’s placement in the organisation and focus may change when the implementation of the Customer Experience Strategy has completed, in which the support provided by this role may be allocated to another key council initiative. About you Provide support to the Projects Lead – Customer Experience by contributing to the planning, development, and implementation of the Bayside's Customer Experience Strategy and cultural change projects. Prepare comprehensive reports, briefs & contracts, coordinate resources effectively, maintain accurate project documentation, and implement project plans to ensure timely delivery within budget, meeting quality standards and agreed scope. Source, collate, and compile data and information to identify emerging issues and report on project progress. Prepare and deliver reports and presentations to stakeholders, being flexible in communication methods and style to ensure effective delivery of key messages to a range of audiences. Design solutions that address our customers and organisations real problems. Work in collaboration with business units from across the organisation to help achieve business unit goals, work requests, demands, and Council priorities. Prepare, coordinate, and review high-level communications in the form of briefs, emails, and correspondence. Undertake data analysis of customer service data to identify trends and quantify opportunities to improve the customer experience, support decision making, respond to escalated issues and inform transformation. Assist with a range of activities throughout the project lifecycle, including due diligence, project governance, risk mitigation, reporting and evaluation, to achieve project plan outcomes and requirements within agreed scope. We are looking for a someone who demonstrates Ability to manage self, prioritise tasks and a commitment to learning. Experience in delivering customer focused service or projects within a similar industry. Results driven. Problem Solver - ability to think, analyse and consider a broad range of concepts when developing solutions. Project management - Understand and apply effective planning, coordinating and control methods. Our benefits and culture As an organisation, we pride ourselves in offering a flexible working environment centred on delivering great outcomes for our customers, whether internal or external. The Customer Experience team have a strong culture of collaboration and delivering exciting new initiatives. On top of the competitive salary, our people enjoy: Option to opt into a Rostered Day Off every fortnight 3 extra days off during Christmas each year 15 days sick leave each year 2 days health and wellbeing days each year Generous parental leave entitlements for both parents Apply now Before submitting your application, please take the time to read the Position Description by clicking the paperclip button located in the top right section of this page. Please use MS Edge or Google Chrome when submitting your application. If you have any technical issues with your application, please contact Deadline Tuesday 9 December, 2025 Salary Range $92, 278 - $103,351 pa + 12% super Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children check in accordance with the position. Bayside Council is proud to be both an Equal Opportunity Employer and a Child-Safe Organisation. We are committed to fostering a diverse, inclusive, and safe workplace where all individuals regardless of background, experience, or identity, feel valued and respected. We also recognise the rights of children and young people to feel safe when accessing Council services, and we strive to maintain an environment that promotes their safety and wellbeing. All hiring decisions are based solely on individual merit and alignment with requirements of the role. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in touch with our Talent Acquisition team to discuss their needs in confidence. #J-18808-Ljbffr