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Strategic Customer Experience Leader

3 weeks ago

Adelaide, South Australia beBeeCustomer Full time $155,000 - $175,000
Job Title

Lead the way in shaping how we connect and deliver exceptional customer experiences - strategically, authentically and with purpose.

In this influential role you'll guide the strategic direction of our customer and community-facing services, including our communication and engagement function, ensuring the way we work is aligned with the aspiration of our Community Plan Toward 2050.

You will drive continuous improvement and innovation across your teams, ensuring our services are inclusive, accessible, future-focused and responsive to the evolving needs of our community. You'll also play a vital role in enhancing our brand and organisational reputation through impactful engagement and clear, consistent communication.

Key Responsibilities
  1. Provide strong leadership to the unit, fostering a culture that is outcomes-focused, responsive to community and customer needs, and builds people capability to deliver high-impact customer and community outcomes.
  2. Plan, lead, and manage programs, services, and initiatives that bring the vision of the Community Plan Toward 2050 and Organisational Plan (in development) to life.
  3. Provide quality advice and strategic insight to senior management on key areas including customer experience, community engagement, community safety and wellbeing, and emerging customer trends.
  4. Champion continuous improvement, innovation, and service excellence across customer experience, communications & marketing, community engagement, community safety, community support and wellbeing and customer service delivery models ensuring services remain accessible, forward-thinking, and attuned to evolving community and organisation needs.
  5. Work collaboratively with external partners, other councils, and internal teams to drive strategic planning and innovation, maximising opportunities to enhance the services we provide and the experience of our customers.
  6. Ensure services are compliant with legislative, policy, and funding frameworks, while consistently delivering meaningful and measurable outcomes for the community.
About You

As a member of the Senior Leadership Team, you are focussed on delivering outstanding community and customer outcomes through strategic leadership and expert communication. You have a background in leading diverse teams and portfolios, with a proven ability to shape and deliver strategic communication initiatives that connect, inspire, and engage.

To succeed in this role, you will:

  1. Have a strong understanding of customer experience principles and be able to apply them in a community and customer-facing context.
  2. Be an effective communicator and team leader, with the ability to build and maintain relationships with colleagues, stakeholders and external partners.
  3. Have a track record of driving innovation and continuous improvement, and be able to apply this expertise to improve services and processes.
  4. Be passionate about delivering exceptional customer experiences and building positive relationships with the community.
  5. Have a strong focus on organisational reputation and be able to develop and implement strategies to enhance it.
Benefits

We recognise the need to create an environment that enables our people to thrive and provide innovative and outstanding services to our community. We are flexible, supportive, and inclusive and encourage professional development. Some of our outstanding conditions of employment and benefits are designed to attract and retain the best people.

  • supportive, flexible work environment
  • competitive salary and conditions
  • ongoing support for your development and further education
  • complimentary access to Journey Insurance and Income Protection Fund
  • holistic health and wellbeing programs