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.
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.
Solid experience in customer experience, service design and process improvement.

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