Customer Experience Project Lead

**Job no**: 493338
**Work type**: Full Time
**Location**: Frankston
**Categories**: Technical

Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team

Our Business and Digital Improvement Team are looking for a passionate CX Project Officer to help us lead the charge. This is your opportunity to influence transformation at scale and deliver meaningful improvements that matter and make a difference.

Why You’ll Thrive in This Role:

- Be a driving force in delivering our Fit for the Future strategy.
- Lead customer-focused projects & initiatives that create better, faster, and smarter services.
- Embed design thinking, journey mapping, and CX methodologies across the organisation.
- Collaborate with passionate professionals committed to making a real impact in the community.

Your Day-to-Day Will Include:

- Championing customer-centric design across transformation programs.
- Facilitating customer journey mapping, insights gathering, and service blueprinting.
- Managing CX projects from concept to implementation—delivering on time, on budget, and with impact and benefits realised.
- Supporting organisational culture uplift by promoting positive change, innovation, and growth mindset.
- Optimising the Customer Service Module to improve service performance and reporting.

We’re Looking for Someone Who:

- Has CX, continuous improvement, or service design experience—ideally in a complex organisation.
- Thinks critically, acts with empathy, and designs with the customer at the centre.
- Brings data to life—translating insights into action.
- Can confidently manage projects and foster strong cross-functional relationships.
- Thrives in dynamic environments and is ready to make a real difference.
- Values led

Your toolkit will have:

- Relevant tertiary qualification or demonstrated experience in CX, service improvement, or digital transformation.
- Proficiency with CX tools (e.g., journey mapping, personas, service blueprints).
- Project and change management capability.
- Excellent communication, collaboration, and influencing skills.

This position is a permanent full time, Band 6A currently remunerated at $100,338.66 per annum, plus superannuation. The for this role can be found on the Frankston City Council Careers page.
- **Strong project management skills,** including the ability to plan, deliver, and evaluate customer-focused projects on time and within scope, while realising measurable benefits.
- **High-level communication and stakeholder engagement skills**, with the ability to build relationships, influence decision-makers, and collaborate across all levels of the organisation.
- **Analytical and insight-driven mindset**, with experience interpreting customer data and feedback to identify service improvement opportunities and inform strategy.
- **Proactive and values-led approach**, demonstrating initiative, adaptability, and a commitment to driving innovation and positive organisational culture.

**Benefits of working at Frankston City Council**

Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:

- Hybrid Working Model.
- Flexible working hours.
- Rostered Day Off (Full time roles only).
- Access to professional and career development opportunities.
- Paid Christmas Shut Down Leave.
- Free onsite parking (Civic Centre).

**Culture at Frankston City Council**

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.

Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you_._

**Pre-Employment Information**

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.

**Advertised**: 15 Jul 2025 AUS Eastern Standard Time
**Applications close**: 29 Jul 2025 AUS Eastern Standard Time