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.

Key responsibilities

- Build a customer-first culture across the organisation.
- Support the long-term vision of a future-ready Council.
- 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.

What you need

- 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.
- Robust experience in customer experience, service design and process improvement.

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📌 Customer Experience Functional Lead (Melbourne)
🏢 Cardinia Shire Council
📍 Melbourne