Executive Lead, Customer Experience & Public Services

Luminary Consulting Group; Brisbane; On-site; AUD 300,000 - 360,000; Full time

Job summary

Brisbane City Council is seeking a Group Executive, Customer Services reporting to the CEO and aligned with the Executive Management Group. You will lead approximately 927 people and a $213 million budget across customer-facing services including the 24-hour Contact Centre, libraries, and local service centres.

You will drive customer experience improvements, set strategic direction, and oversee delivery in a complex environment while engaging with senior stakeholders and elected representatives.

Qualifications

• Experience leading large, complex, customer/community-facing operations.

Responsibilities

• Set strategic direction for Customer Services.
• Lead a large workforce and manage a substantial budget.
• Drive service improvement and transformation using technology and streamlined processes.
• Collaborate with the CEO, Lord Mayor, Councillors, and government partners.

Skills

Leadership

Stakeholder mgmt

Change management

Public sector

Customer experience

Job description

Brisbane City Council is seeking a Group Executive, Customer Services reporting to the CEO and aligned with the Executive Management Group. You will lead approximately 927 people and a $213 million budget across customer-facing services including the 24-hour Contact Centre, libraries, and local service centres.

You will drive customer experience improvements, set strategic direction, and oversee delivery in a complex environment while engaging with senior stakeholders and elected representatives.