Role Title: Customer Experience Intern
Organisation: City of Mandurah
Internship Period: Semester 1 (February - May)
Location: City of Mandurah – Mandurah Aquatic Recreation Centre (MARC), 303 Pinjarra Road, Mandurah WA 6210
Position Overview:
The Customer Experience Intern will assist in reviewing the customer journey and experience at MARC. The intern will gather insights, analyse feedback, and design a comprehensive customer feedback survey to help improve services and meet customer expectations. This role is an excellent opportunity to develop skills in customer experience research, data analysis, and survey design in a vibrant community-focused environment.
Key Responsibilities:
Customer Journey Review
o Map the customer journey to identify pain points and opportunities for improvement.
o Observe and document customer interactions with facilities and staff.
o Gather input from staff and customers to understand service gaps and strengths.
Feedback Collection
o Review existing feedback channels and data.
o Conduct interviews or focus groups with customers to gather qualitative insights.
Survey Design and Implementation
o Develop a detailed customer feedback survey aligned with organizational goals.
o Ensure the survey is accessible, user-friendly, and addresses key focus areas.
o Test the survey and refine it based on feedback.
Data Analysis and Reporting
o Summarise findings from the customer experience review and surveys.
o Provide actionable recommendations for improving services.
o Present insights in a professional report to key stakeholders.
Collaboration
o Work closely with the Supervisor Business Development Operations and other team members.
o Support ongoing projects.
The City of Mandurah is a local government area of Western Australia, covering both Mandurah proper and an additional area reaching down as far south as Lake Clifton. The city has a total area of approximately 174 square kilometres.