Customer Experience Functional Lead

Cardinia Shire Council; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Cardinia Shire Council seeks a senior professional to lead the transformation of the end-to-end customer journey across online, in-person and service interactions. You will translate strategic goals into practical initiatives that improve how our community engages with Council through data-driven insights, service design and continuous improvement.

You will build a customer-first culture, support the long-term vision of a future-ready Council, and design and deliver CX improvements across the

Qualifications

• Strong experience in customer experience, service design and process improvement.
• Strong experience in digital transformations, especially of Customer Request Management systems.
• Ability to translate strategy into practical, actionable outcomes.

Responsibilities

• Build a customer-first culture across the organisation.
• Support the long-term vision of a future-ready Council.
• 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.

Skills

Customer experience

Service design

Process improvement

Digital transformation

Customer Request Management

Job description

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.

Key responsibilities

• Build a customer-first culture across the organisation.
• Support the long-term vision of a future-ready Council.
• 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.

What you need

• 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.
• Strong experience in customer experience, service design and process improvement.