**This position is being managed by an external recruitment agency. Please refer to the instructions at the bottom of this advertisement for how to apply**

- Strategic Customer Experience Leadership Opportunity
- Lead Organisation-Wide Service Transformation
- Attractive Salary Package and Benefits

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.

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.

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.

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.

To download a comprehensive information pack or to apply, visitmcarthur.com.auand search under Ref.#J9810.

For a confidential discussion, contact the McArthur team on(02) 9277 7***.

Apply via recruitment agency link-

mca/details/J9810/manager-customer-experience

**Note - Applications will only be considered when submitted via the recruitment agency's portal using the above link. Donotapply via the form below as your application will not be accepted**

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .

Sign in to start saving jobs in your profile.

Don’t have a Jora account? Register with:

Do you want to receive recommendations for similar jobs?

By creating an email alert, I agree to Jora's Terms and Privacy Policy and can unsubscribe anytime.

#J-18808-Ljbffr

📌 Customer Experience Transformation Lead (New South Wales)
🏢 Careers at Council
📍 New South Wales