Customer Experience and Service Transformation Team Leader

- Lead Council's customer experience and service transformation agenda, helping shape services that put the community at the centre of every decision.
- Ongoing full-time leadership prospect with WFH options, RDOs, novated leasing and Fitness Passport access.
- Salary from $133,541.83 - $143,963.36 plus 12% Superannuation.

Make a Difference Where You Work Willoughby City Council is seeking an experienced and strategic Customer Experience and Service Transformation Team Leader to lead Council's enterprise customer experience and service transformation function.

In this role, you'll partner with senior leaders to shape customer-focused services, drive organisation-wide transformation and embed customer experience into the way Council plans, designs and delivers services. You'll play a key role in improving service outcomes while building a culture that places customers at the centre of decision-making.

Why Join Us?

- Shape Better Customer Experiences: Lead initiatives that improve how the community interacts with Council while influencing the future of service delivery.
- Drive Organisation-wide Transformation: Partner with leaders across Council to embed customer-centred thinking, service design and continuous improvement.
- Influence Strategic Change: Provide expert advice that shapes organisational priorities, service models and long-term customer outcomes.

About the Role As the Customer Experience and Service Transformation Team Leader, you will:

- Lead Council's customer experience strategy, service transformation framework and customer-centred improvement initiatives.
- Develop enterprise customer experience standards, service design principles and transformation frameworks that support organisational priorities.
- Provide strategic advice to executive leaders on customer experience,



service reform and investment decisions.
- Lead complex, cross-functional transformation initiatives that improve customer outcomes and organisational capability.
- Ensure customer experience is embedded within strategic planning, service reviews, business cases and decision-making.
- Monitor customer experience performance, transformation outcomes and organisational maturity to support continuous improvement.
- Translate customer, community and service insights into practical recommendations that improve service delivery.
- Lead a high-performing specialist team through coaching, mentoring and professional development.

What You’ll Bring

- Tertiary qualifications and extensive leadership experience in customer experience, service transformation, organisational performance or public sector reform.
- Demonstrated experience leading enterprise-wide transformation programs within complex organisations.
- Proven success developing customer experience strategies that deliver measurable organisational outcomes.
- Significant experience providing strategic advice to executives on service reform, organisational change and investment priorities.
- Strong understanding of customer-centred design, service transformation and continuous improvement principles.
- Exceptional communication and stakeholder engagement skills, with the ability to influence senior leaders and build strong cross-functional relationships.




- Advanced capability translating complex customer insights into meaningful strategies, executive reports and compelling business narratives.
- Experience leading high-performing teams while driving cultural change, organisational capability and customer-focused outcomes.

How to apply Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact: Tonya Burrowes, Customer and Business Insights Manager at [email protected] or on [02 9777 7884](tel:02 9777 7884).

Applications must be submitted as a PDF file.

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

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

Applications close: Sunday, 19 July 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.

📌 Customer Experience and Service Transformation Team Leader (Chatswood)
🏢 Willoughby City Council
📍 Chatswood