Customer Excellence & Projects Lead

Council Jobs; Newcastle; On-site; AUD 134,000 - 164,000; Full time

Benefits offered by this job

35-working week with flexible/hybrid"

4 weeks annual leave + 3 weeksPersonal

Public holidays + 2 extra days

Professional development opportunities

Superannuation + leave loading

Job summary

City of Newcastle is seeking an experienced Customer Excellence & Projects Section Manager to lead customer excellence, business improvement and project delivery within the Planning & Environment Directorate.

This role drives customer-focused service improvements, leads strategic transformation, and oversees teams that enhance business processes, data analysis and system efficiency. You’ll steer TechnologyOne optimization and align design with customer experience goals.

Qualifications

• Experienced people leader with a passion for customer excellence and process design.
• Proven ability to lead business transformation and project delivery.
• Strong stakeholder management and change management capabilities.

Responsibilities

• Lead customer excellence, business improvement and project delivery functions.
• Drive strategic transformation initiatives and enhance business processes.
• Oversee land information services, data analysis and reporting outcomes.
• Provide leadership for development and optimisation of TechnologyOne systems.
• Advise CN leadership with a focus on CX strategy and staff development.

Skills

People leadership

Customer excellence

Process design

Project delivery

Tools

TechnologyOne

Job description

City of Newcastle is seeking an experienced Customer Excellence & Projects Section Manager to lead customer excellence, business improvement and project delivery within the Planning & Environment Directorate.

This role drives customer-focused service improvements, leads strategic transformation, and oversees teams that enhance business processes, data analysis and system efficiency. You’ll steer TechnologyOne optimization and align design with customer experience goals.