Digital Experience Lead

2 days ago

Footscray, Australia State Trustees Limited Full time

**Footscray location with flexible hybrid work arrangement**:

- **Applications close 29 June 2025**

**About Us**

We are the Public Trustee of Victoria with a strategic vision to support Victorians in protecting and growing their legacy and financial wellbeing. With a sense of community, we offer critical financial and legal products and services including Will Writing, Powers of Attorney, Executor Services, Trustee Services and Personal Financial Administration.

**About the Role**

As Digital Experience Lead, you'll play a critical part in shaping our digital client engagement strategy. This role leads the transformation of how we communicate and interact with clients, across digital channels, self-service portals, AI chat, and automation, all powered by the Salesforce platform.

Working in our Technology and Transformation business unit, you will drive the optimisation of client touchpoints and processes to enhance experience, boost efficiency, and deliver measurable results.

**Key responsibilities**
- Lead the development of a data-driven, inclusive digital client engagement strategy
- Champion the transformation of our Salesforce portal into a secure, user-friendly self-service platform
- Embed AI and automation tools such as Salesforce Einstein, IVR, and smart case routing
- Simplify business processes for efficiency and improved client outcomes
- Collaborate with teams across the organisation and provide strategic advice to senior leaders

**About You**

You're a digital innovator with a strategic mindset and a passion for improving client experience. You bring:

- Proven experience leading Salesforce CRM transformations
- A strong background in digital service design, automation, and AI enablement
- Excellent stakeholder engagement and communication skills
- An understanding of public sector service delivery and compliance standards
- A degree in business, IT or related field (Salesforce certification a plus)

**Employee Benefits**

Our people's wellbeing is important, and we are proud to offer the following benefits:

- One-off work-from-home set up payment
- Career development
- Health and well-being programs
- Flexible working conditions
- Education assistance
- Purchased leave
- Employee assistance program
- Reward and recognition program
- Free Will preparation
- Retailer discounts
- Charitable workplace giving
- Employee social club

Most importantly, you will be part of an organisation that works collaboratively to improve the lives of Victorians.

**Our Culture**

For our clients, our people and the Victorian community, we demonstrate Care, Unity, Passion - we are here, we work together and we bring our best.

**How to Apply**
- We recognise the power of diversity and creating an environment where all our people feel they belong and reflect the communities in which we live, work and serve. We care about recruiting the best people, regardless of gender identity, age, ability, sexual orientation or cultural background. If you think you can do the job and would be a great fit for our team, we'd love to hear from you._

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