Senior Customer Experience and Service Transformation Officer

Willoughby City Council; Sydney; Hybrid; AUD 105,000 - 122,000; Full time

Benefits offered by this job

Flexible working

Rostered days off

Fitness Passport

Job summary

Willoughby City Council is seeking a Senior Customer Experience and Service Transformation Officer to lead initiatives that enhance customer experience and service delivery for the community. You will drive end-to-end reviews, engage stakeholders, analyze data and report on performance to support sustainable improvements.

Reporting to the Team Leader, you will translate insights into practical solutions, coach teams and champion a culture of continuous improvement across the organisation while

Qualifications

• Relevant tertiary qualifications and/or substantial experience in customer experience, service improvement or change management.
• Experience delivering customer experience and service improvement initiatives from concept to implementation.
• Strong understanding of customer experience principles and service design methodologies.
• Experience leading service reviews, process improvement projects and transformation initiatives.
• Excellent written and verbal communication with stakeholder engagement.

Responsibilities

• Deliver complex customer experience and service improvement initiatives aligned with organisational priorities.
• Plan end-to-end service reviews with scoping, stakeholder engagement, data collection, analysis and reporting.
• Examine customer journeys, service interactions and internal processes to identify opportunities for improvement.
• Provide specialist advice on customer experience, service design, continuous improvement and transformation initiatives.
• Translate insights into practical improvement solutions and develop reports for senior leadership.

Skills

Customer experience

Service improvement

Change management

Stakeholder engagement

Analytical thinking

Communication

Education

Tertiary qualification

Job description

Senior Customer Experience and Service Transformation Officer

Senior Customer Experience and Service Transformation Officer

Help deliver customer experience and service improvement initiatives that create meaningful outcomes for our community.

Full-time opportunity with flexible working, rostered days off and access to Fitness Passport.

Salary from $105,249.07 - $122,316.49 per annum plus 12% Superannuation.

Make a Difference Where You Work

At Willoughby City Council, we are shaping one of Sydney's most vibrant and livable communities. As the Senior Customer Experience and Service Transformation Officer, you will help drive Council's customer experience and service improvement agenda, delivering practical and sustainable improvements that enhance services for our community.

Reporting to the Customer Experience and Service Transformation Team Leader, you will contribute to the planning and delivery of complex customer experience, service improvement and organizational change initiatives, supporting service areas to improve performance, customer outcomes and operational effectiveness.

This is an exciting opportunity for an experienced service improvement professional who enjoys analyzing complex challenges, leading change initiatives, facilitating stakeholder engagement and delivering measurable business and customer outcomes.

Why Join Us?

Lead Meaningful Transformation: Drive initiatives that improve customer experience, service delivery and organisational performance.

Strategic and Impactful Work: Influence service improvement decisions through evidence-based analysis, customer insights and practical recommendations.

Collaborative Environment: Partner with leaders and teams across Council to deliver sustainable change and continuous improvement outcomes.

About the Role:

As the Senior Customer Experience and Service Transformation Officer, you will:

Deliver complex customer experience and service improvement initiatives aligned with organisational priorities.

Plan and undertake end-to-end service reviews, including scoping, stakeholder engagement, data collection, analysis and reporting.

Examine customer journeys, service interactions and internal processes to identify opportunities for improvement.

Provide specialist advice to leaders on customer experience, service design, continuous improvement

and transformation initiatives.

Translate customer, community and operational insights into practical improvement solutions.

Develop reports, briefings, business cases and recommendations for senior leadership consideration.

Lead change implementation activities, including stakeholder engagement, communication and adoption planning.

Monitor initiative progress, risks, benefits and outcomes, providing timely reporting and escalation where required.

Facilitate workshops, working groups and stakeholder sessions to support service review and transformation outcomes.

Build capability through coaching, guidance and knowledge sharing.

Champion a customer-focused, collaborative and continuous improvement culture across Council.

What You’ll Bring:

Relevant tertiary qualifications and/or substantial experience in customer experience, service improvement, change management, business improvement or a related field.

Demonstrated experience delivering customer experience, service improvement, business improvement or organisational change initiatives from concept through to implementation.

Strong understanding of customer experience principles, service design methodologies and continuous improvement practices.

Experience leading service reviews, process improvement projects and transformation initiatives.

Strong analytical and problem-solving capabilities with the ability to interpret complex data, customer insights and operational information.

Proven ability to manage stakeholder engagement, influence outcomes and build strong working relationships across an organization.

Excellent written and verbal communication skills, including experience preparing reports, executive briefings and presentations.

Strong workshop facilitation and stakeholder consultation skills.

Ability to work independently, manage multiple priorities and deliver outcomes in a complex organizational environment.

Experience working within local government, public sector or another complex and regulated environment.

Familiarity with public sector service review, planning, performance management or improvement frameworks.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks

Applications close: Sunday, 8 November 2026 at 11:30pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.