Customer Experience & Service Transformation Leader (WFH)

Willoughby City Council; Sydney; Hybrid; AUD 134,000 - 155,000; Full time

Benefits offered by this job

WFH options

RDOs

Novated leasing

Fitness Passport access

Job summary

Willoughby City Council seeks an experienced leader to head the Customer Experience and Service Transformation Team. The role shapes enterprise customer experience initiatives, embeds customer-centric service design, and partners with senior leaders to drive organisation-wide transformation that enhances service delivery.

You will translate insights into practical recommendations, lead a high-performing team, and provide strategic advice on investments and reform.

Qualifications

• Leadership in customer experience and service transformation
• Experience leading enterprise-wide transformation programs
• Proven ability to translate insights into strategy and executive-level reports
• Strong stakeholder engagement and cross-functional collaboration
• Experience leading high-performing teams and driving culture change

Responsibilities

• Lead Council's customer experience strategy and transformation framework
• Develop enterprise customer experience standards and service design principles
• Provide strategic advice to executives on customer experience and investment decisions
• Oversee cross-functional transformation initiatives to improve outcomes
• Ensure customer experience is embedded in planning, reviews and business cases
• Monitor performance and drive continuous improvement across the organisation

Job description

Willoughby City Council seeks an experienced leader to head the Customer Experience and Service Transformation Team. The role shapes enterprise customer experience initiatives, embeds customer-centric service design, and partners with senior leaders to drive organisation-wide transformation that enhances service delivery.

You will translate insights into practical recommendations, lead a high-performing team, and provide strategic advice on investments and reform.