Manager Customer Experience

Lake Macquarie City Council is genuinely committed to serving our community - a commitment reflected in every role across our diverse organisation. We’re looking for a visionary leader to shape how Council connects and communicates with our community. As Manager Customer Experience, you’ll lead a multi-disciplinary team across service delivery, customer insights, knowledge management, privacy and Lake Mac Print ensuring every interaction reflects our values and meets our customers evolving expectations.

Leading a department of over sixty customer experience professionals, you’ll drive innovation, champion a customer‑considered culture, and contribute to Council’s strategic direction as part of our Organisational Leadership Team.

If you’re passionate about service design, digital transformation, and championing service excellence and innovation, this opportunity offers a strong sense of purpose and the chance to make a lasting contribution to our community.

LETS HEAR ABOUT YOU

You’re a strategic and visionary leader with a passion for service excellence, innovation and inclusion. You bring relevant tertiary qualifications, along with proven experience leading diverse teams in highly complex, diverse, service‑oriented or government environments. You’ve successfully driven behavioural and cultural change, led digital transformation initiatives, and championed employee engagement to improve customer outcomes. Your advanced data literacy enables you to translate insights into action, and your strong stakeholder engagement skills allow you to build trust, influence outcomes and represent your organisation with confidence. You stay ahead of emerging CX technologies and platforms, and you bring a strategic mindset grounded in best practice, agility and a commitment to continuous improvement.

LETS REVEAL THE PERKS

- Competitive remuneration package on offer

- 35‑hour working week with flexible working options

- Generous leave entitlements, including paid parental leave and wellbeing days

- Professional development opportunities, leadership coaching and the chance to shape future‑ready CX systems and strategies

- Strategic scope and influence across service design, digital transformation, privacy and innovation

- Work in a region you’ll love. Lake Macquarie offers stunning natural beauty, vibrant communities and a lifestyle that’s hard to beat

- Plus all the everyday perks of choosing Lake Mac: inclusive culture, flexible work options, and a team that genuinely cares

CHOOSE THE LAKE MAC WAY

We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you’re joining a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.

We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disability. We understand the skills and attributes veterans can bring to our Council.

LET’S START

If this job sounds like you, we would love to hear from you Get your application in by midnight, 23 November 2025.

- For enquiries related to the duties of the role or if you require assistance submitting your application, please contact Penny Howell, Coordinator Talent Attraction on 0437 931 461 or via email phowell@lakemac.nsw.gov.au.

- To view the Capability Framework – Role Profile relevant to this role, please click here.

- To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions based on the criteria listed in the Position Statement.

- Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a criminal record check and medical assessment which may include alcohol and other drugs testing.

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