Customer Experience Functional Lead
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Job Summary
- Improve efficiency and reduce customer pain points.
- Build a customer-first culture across the organisation.
- Support the long-term vision of a future-ready Council
- Full time Maximum term until 2029
- Band 8 $127722 - $150687 super monthly day off
About the opportunity
Wereexcited to invite internal Expressions of Interest for the role of Customer ExperienceLead a newly created position as part of the Future Ready Cardinia restructure.
This is a unique opportunity to play a leading role in shaping how Council delivers services to our community by creating a seamless modernand customer-focused experience across all touchpoints.
As part of the Future Ready Cardinia project team you will lead the transformation of the end-to-end customer journey across online in-person and service interactions translating strategic goals into practical initiatives that improve how our community engages with Council through data-driven insights service design and continuous improvement.
Your impact in this role
- Lead the design and delivery of customer experience improvements across Council.
- Develop and refine end-to-end customer journey maps toidentifypain points and opportunities.
- Act as a subject matter expert to help us configure our future Technology One platform
- Establish andmonitorcustomer experience frameworksmetricsand performance outcomes.
- Use customer feedback complaints data and analytics to inform decisions and drive improvement.
- Champion and embed customer-focused change initiatives.
We are looking for someone who brings:
- Strong experience in customer experience servicedesignand process improvement.
- Strong experience in digital transformations especially of Customer Request Management systems.
- The ability to translate strategy into practical actionable outcomes.
- Experience working across complex organisations and collaborating with multiple stakeholders.
- Highly developed communicationengagementand influencing skills.
- A proactive approach with the ability to manage competing priorities and deliver outcomes.
- Experience leading or supporting change and continuous improvement initiatives.
Why work with us
- Activity based and hybrid work model.
- Professional development opportunities including training and education programs and leadership development initiatives.
- A commitment to sustainability and environmental stewardship with initiatives to reduce the Councils carbon footprint and promote sustainable practices in the community.
- A focus on work-life balance with programs and initiatives designed to support employees physical and mental well-being.
- Discover these benefits and how we support and value our employees throughout their career .
To apply
- Please complete the online application form including your resume and a brief cover letterdemonstratingyour suitability to the role.
- Applications close 22ndSeptember 2026
- For further informationregardingtherolepleasecontactFran Miller Project Management Office Lead onorreferto the position description.
Cardinia Shire Council is an equal opportunity employer committed toan equitable diverse and socially inclusive work environment and a positive barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage people living with a disability LGBTIQ and people from culturally diverse backgrounds to explore career opportunities with Cardinia Shire Council. If you have any support or access requirements we encourage you toadviseus at the time of application by contacting us on.
All successful applicants willbe requiredto undertake a National Police Check and pre-employment positions may also require a Financial Background Check Traffic Check or Working with Children Check.
You must have valid Australian Working Rights to be considered for this role.
