Digital Experience

Company Description
Job Description

• Permanent, Full time
• $107,811.68 per annum plus superannuation
• Join the Digital and Performance team

Hume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

In this role, your success won't just be about what you design — it will be about
how
you get there.

We're looking for someone who can build trust with stakeholders, listen deeply, and turn complexity into clear, achievable steps. You'll know how to bring people on the journey, making them feel part of the process rather than just recipients of the end product.

From researching user needs to prototyping intuitive digital solutions, you'll work in an agile way — breaking the work down, iterating as you go, and celebrating progress along the way. You'll navigate competing priorities and the realities of local government with a positive, collaborative approach, always keeping the customer at the heart of every decision.

If you can connect with people, influence without pushing, and help turn big ideas into practical, well-loved solutions, we want to hear from you.

What you'll be doing:

• Connecting user insight with system design – Advocate for user needs by turning research into clear, practical digital improvements.
• Supporting strategic alignment – Ensure digital experiences align with the goals of the Customer Experience Action Plan.
• Embedding research into delivery – Use usability testing, customer research, and journey mapping to guide design decisions.
• Identifying opportunities for smarter services – Contribute to digital transformation by spotting where design can simplify, automate, or improve services.
• Working collaboratively – Partner with service teams, IT, and external vendors to design and refine user-centred solutions.
• Promoting ongoing improvement – Use insights and feedback to refine digital experiences and stay ahead of evolving customer needs.

The skills and experience you'll bring:

• Proven experience in UX research, wireframing, prototyping, and interaction design, with a strong focus on usability and accessibility.
• Experience working with customer-facing platforms, CRMs, and omni-channel systems to improve the user experience.
• Clear understanding of how digital experience platforms can support organisational and customer outcomes.
• Strong communication skills with the ability to influence stakeholders and translate complex requirements into intuitive design.
• Passion for advocating for the customer and improving digital services through insight and iteration.
• Familiarity with tools such as voice of the customer systems, telephony platforms, and workforce optimisation technologies.
• Confidence using data and reporting tools such as Excel, Power BI, or SQL to support design decisions and track impact.

Required Certifications & Qualifications:

• Holds a Tertiary degree in a design field or extensive experience.

How to apply:
If this role sounds like the right fit for you, please submit your
current resume
, a
cover letter outlining your interest in the role
, and a
short portfolio showcasing your UX work
.

Why Hume City Council?
A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:

We're better, every day
: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We're in it together
: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up
: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume
: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.
Additional Information

Position Description