Manager Customer Experience

Manager, Customer Experience

Build a practical, people-centred service for a growing community

Mitchell Shire is entering a defining chapter.

40km north of Melbourne, our Shire spans Beveridge, Wallan, Kilmore, Broadford and Seymour. We're a key growth corridor — balancing rapid residential expansion with the country character and community values that make Mitchell, Mitchell. With more than 64,000 residents today and strong growth ahead, every one of our 40+ townships has a role to play.

We're setting the organisation up for what's next.

A new structure, four new senior leadership roles, clearer accountability, and faster decisions. This position — Manager, Customer Experience — lifts how we serve our community every day.

You'll own our Customer Experience Strategy and Customer Charter, lead customer centric service planning, set service standards across channels, oversee records management, modernise our systems, and help teams make good decisions quickly and confidently.

It's strategic when required and hands-on when it counts.

About the role

The Manager, Customer Experience is the greatest champion for our customers.

It shapes the CX agenda across Council — driving organisation-wide improvement — while providing hands-on, day-to-day leadership of our contact centre, customer, and information services teams and strategic transformation lead.

Reporting to the Director, Organisational Performance and working with the Senior Management Team, you'll run operations while building the culture, tools, and insights that improve the customer experience end-to-end.

Your focus is simple: make it easy for people to get things done and have a positive experience with Council.

You will

• Lead and champion the customer — put customers at the centre of how we plan, decide, and deliver; make the customer voice visible in every decision.
• Embed Customer First philosophy across the organisation
• Deliver Mitchell's Customer Experience Strategy and Customer Charter with targets, measurement, and regular reporting.
• Elevate whole-of-organisation service standards for phone, counter, web, email, and records management with visible turnaround times and simple escalation.
• Lead a comprehensive Service Planning and improvement program with a customer centred approach as well as supporting key improvement projects across the Council.
• Ensure effective information services with modern work practices, effective use of technologies, and compliance with record management standards, policies, procedures, and PROV standards.
• Support effective technology with a reliable customer system and case-management workflow, increasing self-service that routes requests to the right team first time.
• Provide coaching and capability uplift for leaders and frontline staff.

You bring:

• A strategic and innovative mindset with proven customer service leadership in large, complex, and challenging environments.
• Leadership that sets expectations, builds capability, and supports delivery.
• Demonstrated experience leading or contributing to customer-focused initiatives, records management, and transformation projects.
• A passion to improve systems, processes, experiences, and outcomes for staff and customers.

Why Mitchell? Why now?

Work where momentum is real and impact is visible — in the heart of Victoria. 

We offer:

• Meaningful work for a growing community.
• Flexible work options and supportive leaders in a values-led culture.
• Professional development and the chance to shape policy, systems and practice.
• A competitive total remuneration package (from $185k dependant on experience, inclusive of superannuation), including option for a private use vehicle as well as additional benefits

This is a full time permanent position.

Want More Info?  

• Contact Frank Joyce Director Organisational Performance for a confidential conversation on
• To apply, submit your cover letter and resume addressing the Key Selection Criteria. For information on how to apply, please visit our Careers page.

Mitchell Shire Council is a Child Safe Organisation. The successful applicant will be required to obtain a Working with Children Check, prior to commencement. Mitchell Shire Council is an equal opportunity employer and committed to building a diverse, inclusive and respectful workplace.

Applications close at 5pm Friday 7 November 2025.