Digital Transformation & Customer Experience Lead (Contract)

Public Sector People; Melbourne; On-site; AUD 90,000 - 110,000; Full time

Job summary

Public Sector People in Melbourne's South West is seeking a Coordinator Digital Transformation & Customer Experience for a local council on an initial 3-month contract. The role leads digital transformation initiatives, improves customer-focused services and oversees digital platforms, including AI capabilities, to enhance service delivery.

You will lead a high-performing team, drive project planning and delivery, and develop strong stakeholder relationships across council and external partners.

Qualifications

• Substantial experience leading digital transformation, customer experience or digital service delivery functions.
• Strong understanding of contemporary service delivery technologies, including AI and digital platforms.
• Ability to identify, diagnose and resolve complex problems.
• Proven experience building and leading high-performing teams.
• Demonstrated project management skills and the ability to oversee complex initiatives.
• Excellent communication, stakeholder engagement and leadership skills.
• Local government or public sector experience will be highly regarded.

Responsibilities

• Lead digital transformation and customer experience initiatives, ensuring services are efficient, accessible and customer-focused.
• Oversee digital platforms, including the council website, enterprise systems and emerging AI capabilities.
• Identify opportunities to improve service delivery through technology, automation and continuous improvement.
• Lead and develop a high-performing team, providing guidance, coaching and support.
• Drive project planning, prioritisation and delivery to achieve key organisational outcomes.
• Build strong relationships with internal and external stakeholders.

Skills

Digital transformation

Customer experience

AI technologies

Stakeholder engagement

Project management

Team leadership

Public sector experience

Communication skills

Job description

Public Sector People in Melbourne's South West is seeking a Coordinator Digital Transformation & Customer Experience for a local council on an initial 3-month contract. The role leads digital transformation initiatives, improves customer-focused services and oversees digital platforms, including AI capabilities, to enhance service delivery.

You will lead a high-performing team, drive project planning and delivery, and develop strong stakeholder relationships across council and external partners.