Job Description

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.

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Key responsibilities

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- Build a customer-first culture across the organisation.
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- Support the long-term vision of a future-ready Council.
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- Lead the design and delivery of customer experience improvements across Council.
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- Develop and refine end-to-end customer journey maps to identify pain points and opportunities.
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What you need

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- We are looking for someone who brings: Solid 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.
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- Strong experience in customer experience, service design and process improvement.
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📌 Customer Experience Functional Lead (Victoria)
🏢 Cardinia Shire Council
📍 Victoria