Customer Experience Transformation Lead (Hybrid)

Knox City Council; Melbourne; On-site; AUD 115,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

Superannuation

Leave options including parental leave

Professional development opportunities

Employee Assistance Program (EAP)

Knox Leisureworks membership discounts

Job summary

Knox City Council is seeking a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift Project as part of the Customer Strategy 2026–2028. This full-time, two-year fixed-term role is based at Knox Civic Centre in Wantirna South, with flexible working arrangements to suit operational needs.

You will drive customer data quality, governance, business processes, reporting capabilities and digital customer experiences across Council, partnering with stakeholders and external

Qualifications

• Experience delivering complex projects across multiple business areas.
• Strong change management and stakeholder engagement capabilities.
• Experience analysing business processes and implementing service improvements.
• Excellent communication, facilitation and problem-solving skills.
• Knowledge of customer request management systems, data quality and governance; Pathway experience is advantageous.

Responsibilities

• Lead delivery of the Pathway CRMS Uplift Project.
• Drive customer data quality and governance improvements across the organisation.
• Improve business processes, reporting capabilities and digital customer experiences.
• Engage stakeholders and manage governance and change across Council and external vendors.

Skills

Project delivery

Change management

Stakeholder engagement

Data governance

Communication

Facilitation

Problem-solving

Tools

Infor Pathway

Job description

Knox City Council is seeking a Customer Experience Improvement Specialist to lead the Pathway CRMS Uplift Project as part of the Customer Strategy 2026–2028. This full-time, two-year fixed-term role is based at Knox Civic Centre in Wantirna South, with flexible working arrangements to suit operational needs.

You will drive customer data quality, governance, business processes, reporting capabilities and digital customer experiences across Council, partnering with stakeholders and external