Manager Customer Experience

About UsCity of Greater Dandenong is one of the most diverse communities in Australia, with residents coming from over 150 locations worldwide. This rich cultural diversity enhances a dynamic community built on vibrancy, cohesion, and community spirit.About The RoleLead Council's Customer Experience strategies, frameworks and projectsCultivate a culture of innovation and collaboration across the organisationImprove community outcomes in Victoria's most culturally diverse municipalityA great opportunity now exists for a strategic leader to lead and drive Council's customer experience team in this vibrant, positive, and progressive organisation as the Manager Customer Experience. Reporting into the Chief Customer and Information Officer this key position in the Customer and Information leadership team, will drive cross functional collaboration across the organisation to drive, customer service and experience, enhance operational efficiency and ensure responsive, community focused service and measurable success.The Successful Candidate WillLead the development and implementation of Council's Customer Experience Strategies, frameworks and projects to enhance service delivery and community satisfaction.Cultivate a culture of innovation and collaboration across the organisation with customer centricity at the forefront.Oversee the design and management of customer channels and touchpoints, including digital, face-to-face, and phone, to ensure seamless and consistent experiences.Collaborate with internal and external stakeholders to provide strategic advice to influence organisational strategies and policies for the benefit of the customer.Enhance and innovate Council's customer facing digital products and use of data and insights to enhance customer outcomes.About YouTo support your success in this role -Proven senior leadership experience in customer and digitally orientated fields or equivalent.Can lead the adoption of change across a large and complex business model.You will possess excellent communication, negotiation, and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels.In return you will be rewarded with a competitive package and the chance to contribute to projects that directly improve the lives of the community in the most culturally diverse municipality in Victoria. You will also be working alongside a team of passionate professionals who are committed to excellence and continuous improvement.Together, we can build a better future for our community. Join us and be a catalyst for positive change!Further Information and To ApplyFor a position description please visit the McArthur website at www.mcarthur.com.au, referencing job number J8513 in the search bar.For a confidential conversation, please contact Fiona Bain on 0404 204 372.Apply NowApplications Close: Thursday, 20 November 2025