- Narre Warren, Hybrid & Flexible Working Options
- NEW Permanent Full Time role
- $ 102,667 - $ 111,908 + Superannuation, based on experience (Band 6)
- Monthly RDO for full-time 40-hour weeks

Why Choose City of Casey The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home. Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Why You’ll Love Working with Us

At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.

- True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
- Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology.
- Reproductive health leave, up to 5 days of paid leave to support our employees
- THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
- 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
- Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments.
- Ongoing professional development to help you grow your skills and advance your career.
- Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place.
- Private Health discounts for employees, through the access of the local government health plan.
- Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
- Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
- Paid Christmas Shut Down Leave
- And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey

About the Role NEW ROLE | Help shape customer experiences across Casey

We're growing our Customer Experience team and looking for a Customer Experience Journey Specialist to increase our capacity to lead journey mapping, uncover customer insights,



and drive improvements to community journeys and experiences across Council services.

Working alongside specialists in customer insights, voice of customer and experience design research, you'll map customer journeys, facilitate workshops and partner with teams across the organisation to identify and deliver meaningful customer experience improvements.

This is an exciting prospect for someone looking to deepen their experience in customer journey management and customer-centred improvement while contributing to a growing and evolving customer experience function within a large and complex organisation.

A bit about the role

At Casey, customer experiences rarely sit within a single team or service.

Whether it's reporting a local issue, accessing a community facility or navigating multiple Council services to achieve a goal, customer journeys often involve numerous touchpoints, service teams and business processes.

You'll bring together customer research, customer insights, operational data and stakeholder knowledge to understand customer goals, expectations and pain points. From there, you'll facilitate journey mapping and improvement activities that help teams create better customer experiences.

Importantly, this role focuses on improving experiences within existing services. You will partner with service teams and enablement areas to identify opportunities to optimise the customer journey and share customer insights with the business to inform holistic, customer centric decisions across the organisation.

What You’ll deliver

- Facilitate customer journey mapping and co-design workshops.
- Develop journey maps, personas and other customer experience artefacts.
- Turn customer insights and data into actionable improvement opportunities.
- Support service areas to identify and prioritise customer experience improvements.
- Build awareness and capability in customer journey thinking across Council.
- Champion a customer-centred approach to decision making and service improvement.
- Support the development and maintenance of journey maps and journey insights that help inform planning and improvement activities across Council.

What You’ll Bring

- Experience in customer experience, journey mapping, service improvement or a related discipline.
- Strong facilitation and stakeholder engagement skills.




- Experience working across multiple teams to drive improvement outcomes.
- Ability to translate customer insights into practical recommendations.
- Systems thinking and the ability to navigate complexity.
- Comfort working in an evolving setting where change is a constant.
- Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check & Eligibility to Work check

Who will thrive in this role? You'll thrive in this role if you enjoy connecting with people, building relationships across teams and bringing different perspectives together to improve customer experiences.

You're curious, team-oriented and motivated by understanding how services work, uncovering opportunities for improvement, and helping teams make more customer-centred decisions.

This role is ideal for someone looking to deepen their experience in customer journey management and customer-centred improvement within a large and complex organisation.

How to Apply

If you’re passionate about making a difference and want to be part of a forward-thinking team, we’d love to hear from you!

Apply online by submitting your cover letter and resume.

For enquiries, contact Michelle Whittaker – Customer Experience Design Lead at [email protected]

Applications close at 11:55pm on Monday 28 September 2026.

Please note: Applications are only accepted via our online portal.

Our Commitment to Diversity & Inclusion The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer.

We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or [email protected].

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted The City of Casey reserves the right not to make any appointments for this position.

For more information about the City of Casey and to stay updated, follow us on LinkedIn.

📌 Customer Experience Journey Specialist (Melbourne)
🏢 City Of Casey
📍 Melbourne