This month we spoke with Kristy Noakes, Customer Experience Lead at City of Charles Sturt, about her role, professional development and what's next for her. 

How long have you been in local government and what is your role?

I've been in local government for two decades now. My journey began in 2003 as a trainee at the City of Adelaide, and over the years, I've held various positions. Currently, I serve as the Customer Experience Lead at the City of Charles Sturt. I love the diversity you get working in local government and find the impact on the community rewarding. 

What does a typical day look like for you?

As the CX Lead, my daily focus is to collaborate with key stakeholders to enhance the customer journey by refining processes and systems. I oversee our Voice of Customer survey program and offer insights for improvements. Additionally, I dedicate significant time to our Customer Relationship Management system project.

You participated in the LG Professionals SA Strategic Management Program this year. Can you share some reflections from your experience?

The LG Professionals SA Strategic Management Program was such an awesome experience, building on the Emerging Leaders Program which I completed in 2022. The program was practical, allowing me to apply my knowledge directly in the workplace. The facilitators are engaging and relatable, which made the learning journey even more enjoyable. Beyond the knowledge gained, the relationships and networks formed during the program have been equally valuable.

What would be your advice to others thinking of participating in the Strategic Management Program?

The best investment you can make for your career, is to invest in yourself. In my experience, there is no “good time” for professional development, but it is well worth the effort. We are all busy and have conflicting priorities, so making it work requires some careful time management and a bit of commitment. Embrace the journey and the rewards will follow.

What’s next for you in your professional development journey?

After concluding my role as President of the Local Government Authorised Persons Association, I aim to explore a Board position aligned with my CX role in the upcoming year. I'm also deeply involved in a substantial project, so my immediate focus lies there. I'm enthusiastic about continuous learning and hope to pursue the LG Professionals SA Graduate Certificate in Business Administration.

What do you enjoy doing in your free time?

My partner and I recently acquired an old bungalow, and with two young daughters, our weekends are action-packed with family and home activities. Beyond that, I enjoy spending time with friends and frequenting local events and markets.