Shape the way our community experiences Council. This is a unique opportunity to lead customer experience transformation across the organisation and impact how services are designed, delivered and improved.

As our customer experience champion, you’ll drive innovative change, influence strategy, and help create seamless, accessible and meaningful experiences for our community at every touchpoint.

What you’ll be doing

• Lead and deliver Council’s customer experience strategy, embedding customer-first principles across services, systems and projects.
• Drive service design and customer journey mapping to improve processes, reduce pain points and enhance service delivery.
• Use customer insights, feedback and data to identify trends, measure performance and inform continuous improvement.
• Partner with leaders, teams and key stakeholders to build customer experience capability and influence organisation-wide change.
• Improve digital and multi-channel service delivery, ensuring accessible, consistent and high-quality customer interactions.

What you’ll bring

• Experience developing and delivering customer experience strategies, frameworks and service improvements in a complex organisation.
• Strong strategic thinking with the ability to influence leaders and drive organisation-wide outcomes.
• Practical experience in service design, journey mapping and customer-centred improvement methodologies.
• Ability to analyse customer feedback, insights and performance data to improve services and outcomes.
• Excellent communication and stakeholder engagement skills, with the ability to build capability and embed customer-focused practices.

Why you’ll love working with us

• Base salary between $104,646.24 and $120,397.13 (depending on skills and experience) + 13% superannuation
• Permanent and full-time
• 19-day month

We care about your wellbeing and work–life balance. Enjoy a central location, leave loading, purchased leave options, and staff perks like flu shots, skin check reimbursement, EAP counselling, and training opportunities.

Ready to apply?

Important: Applications submitted directly through SEEK won’t be considered.

For a confidential conversation, please contact Georgi Wicks on [email protected].

Position Description

Our commitment to our community

We’re dedicated to the safety and wellbeing of children and young people, and we actively support their participation as valued members of our community.

Council has zero tolerance for child or youth abuse and harm. We prioritise safety in every interaction and report any conduct of concern. You can read more in our Safeguarding Children and Youth Policy and Code of Conduct.

To be offered this position, you’ll need to complete and satisfactorily pass a pre-employment assessment process. This includes (but isn’t limited to) a WWVP check, conviction checks, identification checks, and checks relating to any prior disciplinary action.

We’re also an equal opportunity employer and a smoke-free workplace. Please note that random alcohol and drug testing forms part of employment with Clarence City Council.

Applications close at 9.00am on Monday, 11 May 2026.