Senior Service Improvement Leader – Hybrid Work & CX

St George Community Housing; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

35-hour work week

Salary packaging benefits

Learning and development support

Health and wellbeing benefits

Job summary

St George Community Housing in Sydney is seeking a Senior Service Improvement Manager to lead a team of professionals in redesigning services and driving customer-centric outcomes. You will report to the Head of Customer Voice and steer initiatives to strengthen service consistency and support sustainable housing outcomes.

The role requires strategic change leadership, strong collaboration, and a passion for improving customer experiences across multiple office locations.

Qualifications

• Experience leading service improvement or operational redesign initiatives.
• Strong ability to analyze data, performance metrics and customer feedback.
• Proven ability to plan, implement and evaluate improvement initiatives.

Responsibilities

• Lead service reviews, redesign projects and continuous improvement across the Customers division.
• Use data and insights to identify trends, risks and opportunities for improvement.
• Partner with frontline teams to implement practical improvements.
• Manage a centralised service improvement portfolio and track delivery.

Skills

Stakeholder engagement

Analytical thinking

Project management

Continuous improvement

Education

Tertiary qualifications in business management or related field

Job description

St George Community Housing in Sydney is seeking a Senior Service Improvement Manager to lead a team of professionals in redesigning services and driving customer-centric outcomes. You will report to the Head of Customer Voice and steer initiatives to strengthen service consistency and support sustainable housing outcomes.

The role requires strategic change leadership, strong collaboration, and a passion for improving customer experiences across multiple office locations.