Senior Manager Customer Experience

Inner West Council; Sydney; Hybrid; AUD 256,000 - 271,000; Full time

Benefits offered by this job

Gym membership

Flexible work arrangements

Job summary

Inner West Council in Sydney, NSW, is seeking a Senior Manager Customer Experience to lead the council’s customer experience services, strategy and insights across channels. You will drive a customer-centric culture, resolve complaints, and oversee service delivery with a focus on continuous improvement.

The role requires extensive leadership experience and qualifications in business or related fields, with flexible work options and a competitive salary of around AUD 255,650–271,298 per year

Qualifications

• Relevant tertiary qualifications in business, customer experience, public administration or related discipline, or equivalent senior leadership experience.
• Extensive experience leading and developing large high performing teams in a complex, high-volume and customer-focused organization.
• Ability to develop and implement customer experience strategies, service standards, and customer-centred improvement initiatives with multiple priorities and deadlines in a high-demand environment.
• Strong knowledge of voice of the customer and customer journey mapping with facilitation, stakeholder engagement and influencing skills.

Responsibilities

• The Senior Manager Customer Experience is responsible for leading Council’s Customer Experience service unit to deliver responsive, accessible and customer-centred services across Council’s customer channels; driving a customer-centric culture across the organisation and ensuring decisions are based on real customer insights; and resolving complaints, turning them into organizational learning and improvement.
• The role oversees customer service delivery, the customer experience strategy, customer insights, and customer feedback resolution through expert leadership and team coordination.

Skills

Leadership

Customer experience

Stakeholder engagement

Change management

Education

Relevant tertiary qualifications in business, customer experience, public administration or related discipline

Job description

Inner West Council (IWC) is among Sydney’s larger local metropolitan local government councils looking after a community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable, and diverse suburbs. As we continue to deliver quality, innovative, and inclusive programs and services, we invite you to join in on our journey towards becoming the best council for our community.

The community is at the heart of IWC, and our values of Integrity, Respect, Innovation, Compassion and Collaboration are at the centre of everything that we do.

We offer flexible career life balance with hours that allow you to relax and recharge. We offer a variety of flexible work arrangement options (e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance.

Permanent employees benefit from our great value gym membership from $18.65/week giving access to a vast network of gyms in Sydney.

The Senior Manager Customer Experience is responsible for leading Council’s Customer Experience service unit to deliver responsive, accessible and customer-centred services across Council’s customer channels; driving a customer-centric culture across the organisation and ensuring decisions are based on real customer insights; and resolving complaints, turning them into
organizational learning and improvement.

The role oversees customer service delivery, the customer experience strategy, customer insights, and customer feedback resolution through expert leadership and team coordination.

Pleaseread thePosition Description to familiarise yourself with all the requirements and conditions of the role.

$255,650 p.a. - $271,298 p.a. (This is inclusive of superannuation (SCG) contribution - currently 12% and access to Council's Motor Vehicle Leaseback Scheme.)

Some of the required skills, experience and qualifications

• Relevant tertiary qualifications in business, customer experience, public administration or a related discipline, or equivalent senior leadership experience.
• Extensive experience leading and developing large high performing teams in a complex, high-volume and customer-focused organization.
• Demonstrated ability to develop and implement customer experience strategies, service standards, and customer-centred improvement initiatives, with the capacity to manage multiple priorities, operational pressures and competing deadlines in a high-demand customer service environment.
• Strong knowledge of voice of the customer and customer journey mapping principles with strong facilitation, stakeholder engagement and influencing skills, including the ability to drive customer-centric culture change across an organisation.

Enquiries

Sharon Bowman, Director Corporate on 9392 5700

Closing Date

Sunday 20 September 2026, 11:30PM

Eligibility for employment/Pre employment Checks
Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks as required for the position. This may include police records checks, certified copies of relevant qualifications, Driver’s Licence and proof of work rights in Australia (please refer to the Position Description for the specific qualifications/requirements for the role). Copies of any sighted documents will be kept by IWC for its records as proof of verification.

Inner West Council is proud to be an inclusive and equitable employer

We welcome applicants from all backgrounds and experiences and are committed to reflecting the diversity of our community. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disability, culturally and linguistically diverse communities, LGBTQ+ people, veterans, young people, and mature age workers.

This commitment to diversity and inclusion is one of the many reasons we were named the 2023 AR Bluett Award Winner as the most progressive council in NSW. We’re also proud recipients of the 2023 Australian Business Awards Employer of Choice and the 2025 NSW Local Government Excellence Award for Organisational Diversity and Inclusion.

Inner West Council is among Sydney’s larger local government agencies, looking after a vibrant community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable and diverse suburbs. As we continue to deliver quality, innovative and inclusive programs and services, we invite you to join us on our journey towards becoming the best council for our community. We are committed to the principles of Equal Employment Opportunity, WHS, sustainability, continuous improvement and business excellence. The community is at the heart of the organisation, and Council’s values of integrity, respect, innovation, compassion and collaboration guide everything we do. As an organisation committed to child safety, we also recognise the importance of the wellbeing of all children and young people, and the marvelous value they bring to the inner-west community, and it is essential they are safe while taking part in community life. All Council employees share the responsibility to keep them safe while they access services and enjoy Council facilities. Council expects commitment to these values and responsibilities from all its employees as they serve the community and make Inner West a great place to be.

We recommend you read the Position Description for the role to make sure your application addresses the requirements of the position. Council is an equal opportunity employer and welcomes all applicants. Please advise us within the application if you need support, reasonable adjustments to participate successfully in the recruitment process.