Manager Customer Experience

6 hours ago

Melbourne, Victoria, Australia McArthur Full time $80,000 - $120,000 per year
  • Lead Council's Customer Experience strategies, frameworks and projects
  • Cultivate a culture of innovation and collaboration across the organisation
  • Improve community outcomes in Victoria's most culturally diverse municipality

City of Greater Dandenong
is one of the most diverse communities in Australia, with residents coming from over 150 locations worldwide. This rich cultural diversity enhances a dynamic community built on vibrancy, cohesion, and community spirit.

A great opportunity now exists for a strategic leader to lead and drive Council's customer experience team in this vibrant, positive, and progressive organisation as the
Manager Customer Experience
. Reporting into the Chief Customer and Information Officer this key position in the Customer and Information leadership team, will drive cross functional collaboration across the organisation to drive, customer service and experience, enhance operational efficiency and ensure responsive, community focussed service and measurable success.

The Successful Candidate will:

  • Lead the development and implementation of Council's Customer Experience Strategies, frameworks and projects to enhance service delivery and community satisfaction.
  • Cultivate a culture of innovation and collaboration across the organisation with customer centricity at the forefront.
  • Oversee the design and management of customer channels and touchpoints, including digital, face-to-face, and phone, to ensure seamless and consistent experiences.
  • Collaborate with internal and external stakeholders to provide strategic advice to influence organisational strategies and policies for the benefit of the customer.
  • Enhance and innovate Council's customer facing digital products and use of data and insights to enhance customer outcomes.

About You
:

To support your success in this role -

  • Proven senior leadership experience in customer and digitally orientated fields or equivalent.
  • Can lead the adoption of change across a large and complex business model.
  • You will possess excellent communication, negotiation, and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels.

In return you will be rewarded with a competitive package and the chance to contribute to projects that directly improve the lives of the community in the most culturally diverse municipality in Victoria. You will also be working alongside a team of passionate professionals who are committed to excellence and continuous improvement.

Together, we can build a better future for our community. Join us and be a catalyst for positive change

For a position description or to apply please visit the McArthur website at

, referencing job number
J8513
in the search bar.

For a confidential conversation, please contact
Fiona Bain
on

.

Applications Close: Thursday 20th November 2025.

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