Customer Experience Lead

**Full time maximum term role for 2 years (based on 38 hours per week)**:

- **Monthly RDO**:

- **Exciting change agenda to lead the evolution of Council’s focus on customer experience**:

- **Salary: $130k - $146k + Super**:

- **Ability to transfer or take LSL (Long Service Leave) within Local Government**

**About Merri-bek City Council**:
Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep.

Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.

We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play.

**About the role**:
A key leadership role within the Merri-bek leadership network, this position is responsible for leading the next evolution in Council’s approach to customer experience. This includes overseeing the complexities of our service systems and processes and related customer interactions to ensure we’re providing efficient services whilst also enhancing the customer experience.

Working both strategically and operational in collaboration across the organisation, this role will put the customer at the centre of our operations, driving a customer-centric mindset to problem-solving.

**Skills and experience require to perform the role**:

- Experienced in Customer Experience strategy and continuous improvement
- Leadership and collaboration across a complex and geographical dispersed organisation
- Customer centric design thinking and methodologies
- Outstanding analytical and problem-solving skills, with proficiency in data analysis and reporting tools.
- Well-developed problem solving and stakeholder management skills with the ability to build cooperation and partnerships.
- Proven track of leading teams through change
- Ability to effectively communicate with a broad range of internal stakeholders including field and office based staff, senior management and councillors

**What the role can offer**:

- Monthly RDO
- Extensive opportunities for training & career development
- Salary sacrifice options
- A real sense of work-life balance & flexible work options
- Employer-supported study assistance schemes
- Wellness programs

**Further support offered for our staff**:

- Up to 20 weeks primary & up to 5 weeks secondary parental leave
- Purchase leave
- Ceremonial leave
- Gender affirmation leave
- Family violence leave

**For further information about this position please contact Stefan Grun on 8311 4319.**

**Applications close: 11:30pm, Wednesday 20 August 2025.**

**How to apply**:

- Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.

Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and growth of safe and inclusive work culture.

**Our Commitment**:
In May 2021, Merri-bek Council adopted a revised Statement of Commitment to Wurundjeri Woi-wurrung People and Aboriginal and Torres Strait Islander communities of the municipality. The statement recognises the Wurundjeri Woi-wurrung people as the traditional owners of the lands and waterways of our municipality.

Merri-bek City Council is committed to being a Child Safe Organisation and has zero tolerance for child abuse. We believe children and young people have the right to be and feel safe and that their safety and wellbeing is the responsibility of everyone. You can read more about our Child Safety Commitment Statement on our website.