Customer Experience Manager

Rural City of Swan Hill; Swan Hill; On-site; AUD 110,000 - 150,000; Full time

Job summary

Rural City of Swan Hill seeks a leader to drive customer experience across the Swan Hill municipality. You will oversee customer-facing processes, implement a CX strategy, and ensure insights inform decision-making across services.

You will lead operations, champion a customer-first culture, and use data to continually improve service delivery and community outcomes.

Qualifications

• Experience in customer experience leadership and service delivery.
• Proven ability to drive change and continuous improvement.
• Experience with CRM systems and digital tools.

Responsibilities

• Deliver Council’s Customer Experience (CX) Strategy across channels.
• Use data and insights to improve service delivery and community outcomes.
• Lead customer service operations across the Swan Hill municipality and foster a customer-first culture.

Skills

Customer experience leadership

Service delivery

Data-informed decision-making

CRM systems

Digital tools

Tools

CRM systems

Digital tools

Job description

Reporting to the Director Customer & Community Services, you will lead customer service functions, oversee customer-facing systems and processes, and ensure customer insights inform organisational decision-making.

Key responsibilities

• This exciting new role is responsible for delivering Council’s Customer Experience (CX) Strategy and ensuring consistent, high-quality, customer-centred services across all channels.
• Use data and insights to continuously improve service delivery and community outcomes.

What You’ll Bring

• Lead customer service operations across the Swan Hill municipality.
• Drive a strong customer-first culture.

What you need

• Experience in customer experience leadership and service delivery.
• Proven ability to drive change and continuous improvement.
• Experience with CRM systems and digital tools.