Customer Experience Functional Lead

About the opportunity  

We’re excited to invite internal Expressions of Interest for the role of Customer Experience Lead, 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, modern and 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 to identify pain points and opportunities.
• Act as a subject matter expert to help us configure our future Technology One platform 
• Establish and monitor customer experience frameworks, metrics and 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, service design and 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 communication, engagement and influencing skills. 
• A proactive approach with the ability to manage competing priorities and deliver outcomes. 
• Experience leading or supporting change and continuous improvement initiatives.