Associate Director, Digital and Customer Experience

Competitive salary + 17% superannuation

Full-time, Joondalup campus

Open to candidates with relevant working rights

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

For any questions or a confidential discussion, contact Natalie Munro on or

Application Process

Submit your application (resume and a 2-page cover letter outlining your interest and suitability for the role in relation to the key responsibilities) to Natalie Munro at

Advert Closure

Applications close Wednesday 26 November, 2025 at 11:30pm AWST.

ECU reserves the right to close the advertisement before the stated closing date, and encourage applicants to submit their applications early.

PLEASE NOTE: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THIS POSITION.

ECU is a diverse and inclusive workplace with specific strategies and initiatives in place to address underrepresentation of specific groups. We strongly encourage applications from the Aboriginal and Torres Strait Islander community.

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.

At ECU, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively encourage people with disability to apply to ECU. To discuss how we can support adjustment requirements, please contact the person listed above.

Position description