Customer Experience Project Lead

Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston now is the time to join our team!

Our Business and Digital ImprovementTeam are looking for a passionate CX Project Officer to help us lead the charge. This is your opportunity to influence transformation at scale and deliver meaningful improvements that matter and make a difference.

Why Youll Thrive in This Role:

• Be a driving force in delivering our Fit for the Future strategy.
• Lead customer-focused projects & initiatives that create better faster and smarter services.
• Embed design thinking journey mapping and CX methodologies across the organisation.
• Collaborate with passionate professionals committed to making a real impact in the community.

Your Day-to-Day Will Include:

• Championing customer-centric design across transformation programs.
• Facilitating customer journey mapping insights gathering and service blueprinting.
• Managing CX projects from concept to implementationdelivering on time on budget and with impact and benefits realised.
• Supporting organisational culture uplift by promoting positive change innovation and growth mindset.
• Optimising the Customer Service Module to improve service performance and reporting.

Were Looking for Someone Who:

• Has CX continuous improvement or service design experienceideally in a complex organisation.
• Thinks critically acts with empathy and designs with the customer at the centre.
• Brings data to lifetranslating insights into action.
• Can confidently manage projects and foster strong cross-functional relationships.
• Thrives in dynamic environments and is ready to make a real difference.
• Values led

Your toolkit will have:

• Relevant tertiary qualification or demonstrated experience in CX service improvement or digital transformation.
• Proficiency with CX tools (e.g. journey mapping personas service blueprints).
• Project and change management capability.
• Excellent communication collaboration and influencing skills.

This position is a permanent full time Band 6Acurrently remunerated at $100338.66 per annum plus superannuation. The position description for this role can be found on the Frankston City Council Careers page.

To apply please address the following key selection criteria questions in a cover letter.

1. Demonstrated experience in customer experience continuous improvement or service designwith a proven ability to apply CX tools such as journey mapping personas and service blueprints in complex organisations.
2. Strong project management skills including the ability to plan deliver and evaluate customer-focused projects on time and within scope while realising measurable benefits.
3. High-level communication and stakeholder engagement skills with the ability to build relationships influence decision-makers and collaborate across all levels of the organisation.
4. Analytical and insight-driven mindset with experience interpreting customer data and feedback to identify service improvement opportunities and inform strategy.
5. Proactive and values-led approach demonstrating initiative adaptability and a commitment to driving innovation and positive organisational culture.

If you would like to learn more about this opportunity or have any questions please contact Nic Olds via email at

Benefits of working at Frankston City Council

Be part of a workplace that is looking to transform the way that we work and build on our values Kinder Fairer Smarter. As an employee you will have access to benefits such as:

• Hybrid Working Model.
• Flexible working hours.
• Rostered Day Off (Full time roles only).
• Access to professional and career development opportunities.
• Paid Christmas Shut Down Leave.
• Free onsite parking (Civic Centre).

Culture at Frankston City Council

Frankston City Council respectfully acknowledges the traditional owners the Bunurong people as the custodians of the land on which we live and work and their Elders past and present.

Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all encourage applications from individuals of all ages backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander are culturally diverse LGBTQIA or who have a disability to apply.

Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors employees contractors and volunteers.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process as well as how this role can be flexible for you.

Pre-Employment Information

You will need to provide evidence of your right to work in Australia certified copies of your qualifications a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.