Add expected salary to your profile for insightsAbout Melton City Council:Join Melton City Council, nestled in the heart of Victoria's fastest-growing municipality. They are a living embodiment of their values: Motivate, Empower, Lead, Trust, Open, and Nurture. Diversity isn't just a checkbox for them; it's their core strength. They’ve cultivated an inclusive environment where everyone, regardless of role or background, is not just involved but equally supported.About the Role:We are looking for a visionary Senior Lead - Customer Experience & Service Improvement to drive the Customer Experience Strategy and deliver transformative service improvements aligned with the Council’s agenda. Reporting to the Manager Customer Experience, this newly created role focuses on leading a customer-first approach, redesigning services, building a CX team (of 3), and fostering innovation to meet community needs. The leader will champion co-design and human-centred design, ensuring both employees and customers are at the core of process and service enhancements.What Success Looks Like:Customer Experience Strategy: Lead the implementation and evaluation of the Council’s Customer Experience (CX) Strategy, ensuring alignment with Council objectives and fostering a customer-centric culture.Service Improvement: Drive transformative service enhancements by analysing stakeholder insights and optimising processes, systems, and policies.Strategic Leadership: Provide strategic oversight across CX initiatives, developing frameworks, policies, and measurable outcomes to deliver lasting value.Stakeholder Collaboration: Engage and influence internal and external stakeholders to prioritise customer-centric decisions across Council’s operations.Operational Excellence: Lead the CX team to integrate customer-first principles into service design, policy development, and performance evaluation.Skills That Make You Stand Out:Leadership Experience: Demonstrated ability to build and lead high-performing teams and embed a customer-focused mindset.CX Expertise: Proven success in driving improvements in customer experience through data-driven strategies and transformation initiatives (ideally in Local Council).Strategic Vision: Strong ability to align CX strategies with organisational objectives, delivering measurable outcomes.Change Management: Expertise in leading teams through significant organisational and cultural change.Analytical Skills: Proficiency in leveraging customer feedback and data to inform decision-making and service design.Communication Skills: Strong written and verbal communication skills, with the ability to engage and influence diverse audiences and stakeholders.How to Apply:Are you ready to seize the opportunity to lead a dedicated team and make a lasting impact on the customer experience at the City of Melton?For a confidential discussion, please contact Gabriele Baird, Recruitment Consultant - CX, Design & Digital, at Frazer Tremble, at gabrielle@frazertremble.com.au or 0499 180 852. Alternatively, click below to apply.
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