Manager Customer Experience

• New, full-time fixed term position until 2030
• A dynamic and inclusive team culture
• The chance to shape how we connect with our community
• Salary range commencing at $155,000

About us

The City of Unley is a vibrant and dynamic local council that provides a range of valued and diverse services to the surrounding community. Based on the city fringe, less than 4 kilometres from the Adelaide CBD, we engage with our community across local business initiatives, community events, arts, environmental sustainability, community services and volunteering programs.

We are passionate leaders in many fields, and we exist to enable a better life for our community.

We are committed to creating a connected, progressive and resilient City that embraces new ideas, prioritises sustainability, and enhances quality of life. With our newly endorsed Community Plan responding to climate change, we will support a growing population and enhance the wellbeing and prosperity of our community.

About the role

Lead the way in shaping how we connect and deliver exceptional customer experiences - strategically, authentically and with purpose.

In this influential role you'll guide the strategic direction of our customer and community-facing services, including our communication and engagement function, ensuring the way we work is aligned with the aspiration of the City of Unley's Community Plan Toward 2050.

You will drive continuous improvement and innovation across your teams, ensuring our services are inclusive, accessible, future-focused and responsive to the evolving needs of our community. You'll also play a vital role in enhancing our brand and organisational reputation through impactful engagement and clear, consistent communication.

About you

As a member of the Senior Leadership Team, you are focussed on delivering outstanding community and customer outcomes through strategic leadership and expert communication. You have a background in leading diverse teams and portfolios, with a proven ability to shape and deliver strategic communication initiatives that connect, inspire, and engage. You understand the power of storytelling and messaging to drive alignment, build trust, and influences outcomes across the organisation and community.

To succeed in this role, you will:

• Provide strong leadership to the unit, fostering a culture that is outcomes-focused, responsive to community and customer needs, and builds people capability to deliver high-impact customer and community outcomes.
• Plan, lead, and manage programs, services, and initiatives that bring the vision of the Community Plan Toward 2050 and Organisational Plan (in development) to life.
• Provide quality advice and strategic insight to Council and the Executive Leadership Team on key areas including City, Council and organisation reputation, customer experience, community engagement, community safety and wellbeing, and emerging customer trends.
• Champion continuous improvement, innovation, and service excellence across customer experience, communications & marketing, community engagement, community safety, community support and wellbeing and customer service delivery models ensuring services remain accessible, forward-thinking, and attuned to evolving community and organisation needs.
• Work collaboratively with external partners, other councils, and internal teams to drive strategic planning and innovation, maximising opportunities to enhance the services we provide and the experience of our customers.
• Ensure services are compliant with legislative, policy, and funding frameworks, while consistently delivering meaningful and measurable outcomes for the community.

The Unley Employee Experience

We recognise, the need to create an environment that enables our people to thrive and provide innovative and outstanding services to our community. We are flexible, supportive, and inclusive and encourage professional development. Some of our outstanding conditions of employment and benefits are designed to attract and retain the best people. As a member of our team, you will benefit from:

• supportive, flexible work environment
• competitive salary and conditions
• ongoing support for your development and further education
• complimentary access to Journey Insurance and Income Protection Fund
• holistic health and wellbeing programs

More information

All enquiries and applications will remain private and confidential. Position specific enquiries can be directed to Vanessa Godden, General Manager Community and Organisational Development at or on

Applications should include a Cover Letter and Resume expressing the skills, experience, and qualities you can bring to this position.

Applications close COB Monday 8 September 2025

Pre-employment requirements:

The position is subject to satisfactorily meeting the following employment requirements:

• General Employment Probity Check
• Working with Children Check (WWCC)
• Aged Care Sector employment check

Everyone Belongs at Unley

As part of our commitment to creating a diverse and inclusive workplace, this role is open to candidates seeking workplace flexibility. We invite candidates of all ages and culturally diverse backgrounds including people living with a disability and First Nations People to apply.

We are committed to making reasonable adjustments to provide a positive, barrier free recruitment process and a supportive workplace. Please refer to the Manager's contact details above for any support you need along the way.