Reference Number: S100-26-3375

Closing Date: 27/09/2026

Employment Type: Permanent Full Time

Customer Improvement Partner:

- Permanent full-time position working 35 hours per week
- Salary from $103,151.11 to $111,651.61+ 12% Super
- Flexible work arrangements

About us: We are not your usual. We are upbeat, resourceful and determined. Our staff and community are at the core of what we do, looking for ways to work together and support each other. Naturally welcoming, we share valuable-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started.

About the role:

We are looking for a Customer Improvement Partner to lead the design and improvement of customer journeys across Council services, making it easier for customers to access and navigate services while delivering better outcomes for both customers and Council.

Working closely with the Customer Experience Program Manager, you will translate CX strategy, customer insights and service data into practical service improvements. You’ll lead service discovery, identify opportunities to reduce customer effort and redesign end-to-end journeys, processes and service experiences.

Partnering with service owners, operational teams and key stakeholders, you will guide service design and implementation activities from discovery through to delivery and embed sustainable improvements across Council. This is an chance to influence how Council services are designed and delivered, creating simpler, more seamless experiences for customers while improving operational effectiveness.

The successful candidate will demonstrate the following key skills and attributes:

- Tertiary qualifications in Business, Data,



Communications, Marketing, UX Design or equivalent extensive work experience
- Demonstrated experience in establishing service design
- Strong expertise in recommending which CX metrics deliver success, customer journey mapping and analytics
- Highly developed interpersonal, negotiation and communication skills, including high level engagement, and team management skills with the ability to build relationships with staff, customers and stakeholders
- Excellent communication, storytelling and executive presentation skills
- Experience working in complex organisations

As a member of our friendly and passionate team, you’ll receive the following benefits:

- Permanent full-time position working 35 hours per week
- Salary from $103,151.11 to $111,651.61+ 12% Super

- Flexible work arrangements

- Fortnightly Pay
- Generous leave provisions and professional development opportunities
- Access to our Employee Assistance Program (EAP)
- Access to fitness passport and corporate fitness membership program
- Secure staff car park and close to public transport

Key contact: For further information on this position please contact Jaime Nelson, Manager Customer Experience on +61 2 4645 4172. Applications close: Midnight Sunday, 27 September 2026

Sound like you? Apply Now!

Campbelltown City Council is an Equal Employment Opportunity employer and values the unique contributions of all people. Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people with a disability are encouraged to apply.

Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.

Note: Candidates using mobile devices are strongly advised to use a desktop computer to complete the application forms as they require extensive amounts of typing.

📌 Customer Improvement Partner (Campbelltown)
🏢 Campbelltown City Council NSW
📍 Campbelltown