Customer and Digital Experience Lead

Customer and Digital Experience Lead

$108, $120,324.65 per annum + Superannuation

Permanent Full Time

Exciting opportunity to join one of Melbourne's largest municipalities.

The City of Brimbank is the second largest municipality in metropolitan Melbourne. Only 10 kilometres west of Melbourne, it's the gateway to Melbourne's western suburbs and the regions.

With half its 196,000+ residents born overseas, and with more than 160 languages spoken, Brimbank is one of Australia's most multiculturally diverse municipalities.

This fast-evolving City compromise 25 suburbs, and the five key activity centres of Sunshine, St Albans, Deer Park, Sydenham and Keilor – all thriving communities with their own unique range of attractions and amenities from expansive community spaces to vibrant public art. Residents and visitors alike make great use of Brimbanks many playgrounds, parks, libraries, neighbourhood houses and community centres.

Some of Brimbanks key attractions include its state-of-the-art performance space – the 'Bowery Theatre' in St Albans; and the worldclass 'Brimbank Aquatic and Wellness Centre' which features a 24-hour gym, waterslides, and heated Olympic sized swimming pools, along with a six green star rating for its innovative and sustainable design.

Brimbank is continuously growing, with many transformational infrastructure projects about to break ground. A key focus of the coming years will be working with the State and Federal Governments to establish Melbourne Airport Rail; to complete redevelopment of Sunshine and Albion Stations; and the realisation of the Sunshine Precinct Masterplan which will Sunshine transformed into a CBD, vastly increasing local jobs, housing, businesses, services and tourism to provide for the many tens of thousands of people living, working and travelling through the Brimbank.

The municipality has a large asset base, and has a broad range of opportunities to innovate, plan and deliver to better meet its community's needs.

Brimbank is situated on the traditional lands of the Wurundjeri and Bunurong people. We pay our respects to their Elders past, present and emerging

Every person working for Brimbank City Council shares our aspiration to make our City the best it can be

We are currently seeking a Full Time Permanent staff member to join our team based at our offices in Sunshine.

The role

Reporting to the Coordinator Customer and Digital Experience, we are seeking an Customer and Digital Experience Lead who can bring their skills and experience for:

• Lead and manage projects focused on enhancing the customer experience within diverse communities, from the initial identification of opportunities to the planning and execution stages, ensuring alignment with community needs and preferences.
• Collaborate with internal departments to uncover opportunities for service delivery improvements, considering both the preferences of the community and the practical requirements of service provision.
• Engage with a wide range of stakeholders, to gather insights and feedback that will inform and shape customer experience projects, ensuring they are rooted in actual community needs.
• Oversee the entire project lifecycle, from the detailed definition of project scopes, timelines, and resources to the hands-on management of project execution, ensuring timely completion within budget constraints and alignment with community interests.
• Foster collaboration across cross-functional teams to ensure seamless project implementation, from the identification of community needs to the design and delivery of solutions, ensuring integrated efforts and cohesive outcomes.
• Monitor project progress closely, identifying and addressing any potential roadblocks or challenges promptly, and making necessary adjustments to keep projects aligned with goals and community expectations.
• Implement projects using a service design approach that prioritises the voice of the customer, ensuring that service improvement efforts are both impactful and reflective of community feedback, thereby enhancing overall customer experience.

To be considered you will have:

• Local government experience is desirable
• Qualifications in project management supported by relevant professional experience.
• Demonstrated experience in managing projects within Government or community-focused organisation.
• Demonstrated experience applying the voice of the customer in service improvement projects.
• Effective stakeholder engagement, showing how collaborative approaches led to successful project outcomes.
• Ability to analyse and interpret data to make informed decisions through a customer informed lens, improving project delivery.
• A commitment to diversity, equity, and inclusion, with examples of how these values have been integrated into project management practices and outcomes.
• Demonstrated experience in managing projects within Government or community-focused organisation.
• Demonstrated experience applying the voice of the customer in service improvement projects.
• Effective stakeholder engagement, showing how collaborative approaches led to successful project outcomes.
• Ability to analyse and interpret data to make informed decisions through a customer informed lens, improving project delivery.
• A commitment to diversity, equity, and inclusion, with examples of how these values have been integrated into project management practices and outcomes.
• Qualifications in change management will be highly regarded.
• Proven experience working with diverse communities and service improvement, with a track record of successful project management.

Benefits of working at Brimbank include:

• Rostered day off
• 36 hour working week
• Flexible work practices including hybrid working arrangements
• 16 days of personal leave per year (FTE)
• 20 weeks paid parental leave (FTE)
• 8 weeks partner leave
• Make a positive impact to your local community

To view a full list of employee benefits, please view Council's Employee Value Proposition

To view a copy of this Position Description, please go to and click on the Job Listing. To apply, please include your Resume and a Cover Letter of no more than 2 pages, outlining how you can deliver on the key aspects of the role and how you will assist Brimbank in 'becoming the best it can be'.

Brimbank City Council actively encourages applicants from Aboriginal and Torres Strait Islander heritage, people living with disability, and LGBTQIA+ and people from culturally diverse backgrounds to explore the opportunity of a career at Brimbank.

If you have any support or access requirements, or would like to speak to someone about employment process please contact People Culture and Wellbeing on

Brimbank City Council is a Child Safe organisation and endeavouring to promote child safe, child friendly practices.

To be eligible for employment at Brimbank City Council you must be an Australian citizen, permanent resident of Australia or be legally entitled to work in Australia.

All applications should be submitted online by clicking on 'Apply' link.

Direct any queries regarding the role to:

Don't meet every single requirement for this role? Studies have shown women and those of underrepresented groups are less likely to apply for roles unless they meet every criterion. At Brimbank City Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn't perfectly align to the criteria we encourage you to click the APPLY button now and submit your application.

If you want to know more about what we do or why you should work for Brimbank City Council check out our web page:

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