Situated just 16 kilometres from the city on Sydney's leafy North Shore, Ku-ring-gai is known for its natural beauty and urban villages. It's a picturesque lifestyle with clean waterways, striking wildlife and action-packed events, supported by excellent services and infrastructure. Ku-ring-gai Council is committed to delivering high-quality services and positive outcomes for the community.

Role overview

Reporting to the Director Community, you will lead Council's Customer Service team and customer experience transformation program, driving organisation-wide improvements through effective service standards, governance, performance reporting, complaints management and continuous improvement.

Working collaboratively with leaders and teams across Council, you will lead the implementation of customer service standards, customer journey mapping, service reviews and process improvements. You will also oversee the optimisation and governance of CRM and customer request management systems, improve digital service delivery and use customer insights, feedback and performance data to identify systemic issues and opportunities for improvement.

Key responsibilities

- Lead the Customer Service team and customer experience transformation program across the organisation, driving improvements through service standards, governance, performance reporting and continuous improvement.
- Oversee the optimisation and governance of CRM and customer request management systems; improve digital service delivery and use customer insights and performance data to identify systemic issues and opportunities for improvement.




- Collaborate with leaders and teams to implement customer service standards, journey mapping, service reviews and process improvements.

What you’ll bring

To be considered, you will hold relevant tertiary qualifications in business, management, customer experience, public administration, organisational development or another appropriate discipline. You will bring demonstrated experience leading customer experience, service improvement or transformation functions within a complex organisation, with experience in local government or the public sector highly regarded. You will be an influential and team-oriented leader with highly developed change management, stakeholder engagement and communication skills. Your strong strategic awareness, analytical capability and systems thinking will enable you to embed a customer-focused culture, improve organisational accountability and deliver practical, sustainable service improvements.

Opportunity

This is an outstanding opportunity to shape the future of customer experience within Council, lead a significant organisation-wide transformation program and make a meaningful difference to the way services are delivered to the community.

How to express interest

To download a comprehensive information pack or to apply, visit mcarthur.com.au and search under Ref. #J9810. Applications close Friday 4 September 2026.

For a confidential discussion, contact the McArthur team on 7***.

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📌 Manager Customer Experience (City of Sydney)
🏢 Ku-ring-gai Council
📍 City of Sydney