Customer Experience Manager

Swan Hill Rural City Council; Swan Hill; Hybrid; AUD 130,000 - 176,000; Full time

Benefits offered by this job

Salary packaging options

Gym memberships

Active social club

Job summary

Swan Hill Rural City Council in Swan Hill, VIC, is seeking a Customer Experience Manager to lead the CX Strategy and ensure high-quality, customer-centred services across channels.

Reporting to the Director Customer & Community Services, you will oversee customer service functions, drive a customer-first culture, develop high-performing teams, and use data to improve service delivery and community outcomes. Hybrid work arrangement is available.

Qualifications

• Experience in customer experience leadership and service delivery.
• Proven ability to drive change and continuous improvement.
• Strong communication and stakeholder engagement skills.
• Experience with CRM systems and digital tools.
• Ability to use customer insights and data to inform decisions.
• Experience leading and developing high-performing teams.
• Skills in process improvement, service design, and customer journey mapping.
• Working with Children Check is required.
• National Police Check will be conducted on the preferred applicant.
• Permanent full-time role with good work-life balance.

Responsibilities

• Lead customer service operations across the Swan Hill municipality.
• Drive a customer-first culture.
• Develop and support high-performing teams.
• Ensureservices meet compliance, risk, and governance requirements.
• Use data and insights to continuously improve service delivery and community outcomes.

Skills

Customer experience leadership

Service delivery

Change management

Stakeholder engagement

CRM systems

Data-driven decisions

Team leadership

Process improvement

Customer journey mapping

Working with Children Check

National Police Check

Tools

CRM software

Job description

Swan Hill Rural City Council – Swan Hill VIC

$153,000 - $153,000 a year

Full time, Permanent

Hybrid

20d ago , from Swan Hill Rural City Council

Are you focused on customer experience anddelivering exceptional customer experiences that make a real difference? Do youthrive on leading change, improving services and putting customers at the centreof everything you do?

We are seeking a dynamic and forward-thinkingCustomer Experience Manager to lead the delivery of our Customer Experience(CX) Strategy and shape how our community engages with Council—now and into thefuture.

About the Role

This exciting new role is responsible fordelivering Council’s Customer Experience (CX) Strategy and ensuring consistent,high-quality, customer-centred services across all channels.Reporting to the Director Customer &Community Services, you will lead customer service functions, overseecustomer-facing systems and processes, and ensure customer insights informorganisational decision-making.

You will:

• Lead customerservice operations across the Swan Hill municipality
• Drive astrong customer-first culture
• Develop andsupport high-performing teams
• Ensureservices meet compliance, risk, and governance requirements
• Use data andinsights to continuously improve service delivery and community outcomes

What You’ll Bring

• Experience incustomer experience leadership and service delivery
• Provenability to drive change and continuous improvement
• Strong communicationand stakeholder engagement skills
• Experiencewith CRM systems and digital tools
• Ability touse customer insights and data to inform decisions
• Experienceleading and developing high-performing teams
• Skills inprocess improvement, service design, and customer journey mapping
• Working with Children Check (Employee Type)
• A National Police Check will be conducted on the preferred applicant.
• PermanentFull-Time role with genuine work-life balance
• Total Remuneration Package of $153,000 per annum

Leave & Flexibility

• Four weeksannual leave + 17.5 % leave loading
• 12 dayspersonal (sick/carer’s) leave
• Paid parentaland adoption leave
• Long serviceleave (pro-rata after 7 years)
• Flexible workarrangements, including work from home, and flexible hours depending on role
• Option topurchase additional leave

Benefits & Culture

• Salarypackaging options (including superannuation salary sacrifice)
• Subsidisedgym memberships
• Active socialclub

Applications close 12 noon on Thursday, 24 September 2026.

Why Swan Hill?

Because it’s where lifestyle and opportunitycome together!

Swan Hill is a place where families flourishand life feels full. Picture relaxed weekends exploring peaceful countryside,unwinding by the Murray River, and soaking in breathtaking sunsets.With great schools, family-friendly activities,and abundant parks and open spaces, Swan Hill offers the ideal blend ofcommunity, connection and career opportunities.Treat yourself to the Mallee’s renowned freshproduce and enjoy easy access to natural treasures like lakes, wetlands,forests, and more – right on your doorstep.

Learn more about living in Swan Hill at Dream Swan Hill and explore the Swan Hill ResidentGuide.

Need Assistance?

For questions about the role or application process, contact the HumanResources team ****@swanhill.vic.gov.auor 5036 2333.