Associate Director, Digital and Customer Experience

Competitive salary + 17% superannuation
Full-time, Joondalup campus
Growth, Engagement and Marketing
Joondalup campus
Competitive salary + 17% superannuation
Full-time
Edith Cowan University
Are you ready to belong to a dynamic community where courage, creativity, and optimism are essential elements of our DNA? At ECU we’re inspired by the incredible achievements of Edith Cowan, the first woman elected to an Australian parliament and a lifelong champion of education. Empowered by her legacy, we’re united in our vision to lead the sector in educational experience and expand our impact through world-class research.
Embrace an opportunity to become part of something extraordinary.
Growth, Engagement and Marketing are the heartbeat of ECU’s growth, committed to showcasing the very best of ECU - who we are, what we offer, and the impact we make. We bring ECU’s story to life, so ECU is seen, chosen and valued. This commitment is reflected in everything we do across engagement, events, communications, brand, marketing, and customer experience. Our work plays a critical role in enhancing the University’s reputation by shaping how ECU is perceived and experienced by its many audiences.
About the Opportunity
The Associate Director, Digital & Customer Experience is a key leadership position reporting to the Chief Growth Officer, leading a large team of digital, social, web, content, UX and Communications Centre professionals focused on engagement, conversion and retention.
Key Responsibilities
Provide strategic leadership for ECU’s digital and customer-experience portfolio, driving seamless, data-driven engagement from first enquiry to enrolment and beyond.
Lead the design, optimisation and governance of ECU’s digital ecosystem, including the website, UX frameworks and personalised communication journeys.
Oversee the university’s martech strategy and platforms (e.g. Salesforce, Squiz DXP, marketing automation), ensuring integration, innovation and best practice.
Experience leading social and creative teams to deliver impactful content that enhances perceptions and drives engagement.
Drive customer-centric initiatives across inbound and outbound communications, the Communications Centre and student-experience programs to improve conversion and retention.
Use insights and analytics to inform strategy, evaluate performance and enhance digital capability.
Lead, empower and develop a high-performing team, fostering a culture of collaboration, innovation and accountability.
Build strong partnerships with internal stakeholders, including the DVC Academic and Equity & Indigenous portfolios, to deliver an exceptional student experience aligned with ECU’s vision.
About you
You’re a strategic yet hands on digital leader who thrives on innovation and collaboration. You’ll bring:
Leadership in digital strategy and transformation within a large or complex organisation; experience in higher education will be advantageous but is not essential.
Strong understanding of Martech systems (Salesforce advantageous).
High-level understanding and experience in web design, optimisation, digital experience, social media, content strategy and digital technology trends.
Understanding of inbound and outbound enquiry management, including contact-centre operations and digital service models.
Proven ability to use insights, analytics and customer data to drive continuous improvement and conversion outcomes.
Excellent stakeholder-management and communication skills, with a collaborative leadership style that fosters trust, accountability and high performance.
Benefits of working at ECU
At ECU we’re committed to fostering a positive employment experience and believe this is fundamental to the success and satisfaction of our employees. Growth and development matter here, because we recognise people are at the centre of everything we do. Our thriving work culture is guided by the ECU values and complemented by a range of employee benefits; visit our website to read about flexible working arrangements, generous leave entitlements, our commitment to Wellbeing, exclusive corporate discounts and industry-leading superannuation.
Contact
Ashe Munro Recruitment are proudly partnering with Edith Cowan University (ECU) to appoint this key leadership role that contributes significantly to shaping student experience, service capability and customer outcomes across ECU.
Application Process
Advert Closure
Applications close Wednesday 26 November, 2025 at 11:30pm AWST.
**PLEASE NOTE**: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THIS POSITION.
We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, age and faith. For more information on our commitment to equity and diversity, please visit our Inclusive Workplace website.
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Position description