Lead the team to provide Customer Services via multiple channels, Customer Advocacy, Customer Relationship Management, Marketing, Media and Public Relations, and resource planning and business improvement, reporting and analysis. Lead the implementation of a Customer Experience Strategy and Feedback Framework across Council to deliver brilliant customer experiences, through a relationship management approach, and develop a culture of customer centricity through enabling appropriate support mechanisms for the delivery of best practice customer service within the public sector. Develop a comprehensive and proactive strategic media and communications plan to raise awareness of Council and its strategic programs and deliver strategic marketing initiatives aligned to Councils strategic plan to effectively reinforce the CoA brand. Develop strategic relationships and partnerships with key stakeholders, to ensure the delivery of Program Plan objectives and support Council’s strategic direction. Support the identification and analysis of business management issues and opportunities, manage development of related strategies, plans, programs, contracts and projects, and recommend appropriate priorities, initiatives, policies and frameworks to The Executive Team and Council Members.

Responsible for leading, developing and implementing a Customer Experience Strategy and Framework across Council, which develops a culture of customer centricity and enables appropriate support mechanisms for the delivery of best proactive customer experiences within the public sector.Ensure a continual focus on the external customer to drive satisfaction and experience as measured against CoA KPIs and external benchmarks, through delivery of an enhanced Voice of Customer Program.Responsible for the delivery of the Customer and People Program plan objectives and support Council’s strategic direction, through effective leadership of the teams that provide the following functions and services:- Customer Service via multiple channels- Customer experience strategy and projects- Customer Advocacy- Permit Management and Business liaison- Customer Relationship Management- Resource Planning and business improvement, reporting and analysis

As one of the core members of the Information Management leadership team, the Manager, Business Engagement has responsibility to develop long lasting and trusted relationships with key stakeholders within the City of Adelaide. In addition to building relationships and effective business partnering, this role is also responsible for the ongoing development, management and delivery of the IT Business Systems Roadmap suite of projects, ensure IT governance frameworks are understood and adhered to, Enterprise Architecture principles are embedded into the business, and Data Science and Business Insights are utilised to drive evidence-based decision making

I am responsible for continual development of the Adelaide City Council’s Records Management and Archival policy and best practices in work processes; to provide excellent service to our customers.I provide specialist advice on records management practices, increasing the engagement of our Electronic Document and Records Management Solutions and statutory obligations to ICT and other programs, through collaborative business consulting.I also promote the City's Civic (Museum) Collection through effective conservation and curation of exhibitions and displays of its items, for the community and future generations to enjoy.I focus on developing a constructive and positive team culture through planning, goal setting and effective Leadership.

Provide effective administrative and project support to the Manager and Active City Program.Managed the staff resources during the Adelaide Aquatic Centre closure, including researching and finding work placements both at the Centre, throughout Adelaide City Council and external NFP volunteer organisations. Also created and maintained rosters during this time as well as all admin relating to this project. I was the first point of contact for all of the staff and Managers hosting our staff. I focussed on positive and effective communication and collaboration during this project, to make it successful and a great experience for all involved.