Customer Experience Functional Lead
- Improve efficiency and reduce customer pain points.
- Build a customer-first culture across the organisation.
- Support the long-term vision of a future-ready Council
- Full time, Maximum term until 2029
- Band 8, $127,722 - $150,687 + super+ monthly day off
About the opportunity
We’re excited to invite internal Expressions of Interest for the role of Customer Experience Lead, a newly created position as part of the Future Ready Cardinia restructure.
This is a unique opportunity to play a leading role in shaping how Council delivers services to our community by creating a seamless, modern and customer-focused experience across all touchpoints.
As part of the Future Ready Cardinia project team, you will lead the transformation of the end-to-end customer journey across online, in-person and service interactions, translating strategic goals into practical initiatives that improve how our community engages with Council through data-driven insights, service design and continuous improvement.
Your impact in this role
- Lead the design and delivery of customer experience improvements across Council.
- Develop and refine end-to-end customer journey maps to identify pain points and opportunities.
- Act as a subject matter expert to help us configure our future Technology One platform
- Establish and monitor customer experience frameworks, metrics and performance outcomes.
- Use customer feedback, complaints data and analytics to inform decisions and drive improvement.
- Champion and embed customer-focused change initiatives.
We are looking for someone who brings:
- Strong experience in customer experience, service design and process improvement.
- Strong experience in digital transformations, especially of Customer Request Management systems.
- The ability to translate strategy into practical, actionable outcomes.
- Experience working across complex organisations and collaborating with multiple stakeholders.
- Highly developed communication, engagement and influencing skills.
- A proactive approach with the ability to manage competing priorities and deliver outcomes.
- Experience leading or supporting change and continuous improvement initiatives.
Why work with us
- Activity based and hybrid work model.
- Professional development opportunities, including training and education programs, and leadership development initiatives.
- A commitment to sustainability and environmental stewardship, with initiatives to reduce the Council's carbon footprint and promote sustainable practices in the community.
- A focus on work-life balance, with programs and initiatives designed to support employees' physical and mental well-being.
- Discover these benefits and how we support and value our employees throughout their career journey. Click here.
To apply
- Please complete the online application form, including your resume and a brief cover letter demonstrating your suitability to the role.
- Applications close, 22nd September 2026
- For further information regarding the role please contact Fran Miller, Project Management Office Lead on 03 5943 4668 or refer to the position description.
Cardinia Shire Council is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTIQ+ and people from culturally diverse backgrounds to explore career opportunities with Cardinia Shire Council. If you have any support or access requirements, we encourage you to advise us at the time of application by contacting us on 1300 787 624.
All successful applicants will be required to undertake a National Police Check and pre-employment medicals. Certain positions may also require a Financial Background Check, Traffic Check or Working with Children Check.
You must have valid Australian Working Rights to be considered for this role.
