The Opportunity

Manager, Customer Experience

Job Title: Manager, Customer Experience
Job Type: Permanent
Location: Willoughby
Industry: Public Sector
Reference: BH-29596-1
Job Published 11th May 2022
  • Willoughby City Council
  • Lead CX strategy and operational service delivery
  • Deliver a strategic priority for Council

Willoughby City Council is a human-centred organisation with a progressive culture focused on continuous learning and high performance.

The City of Willoughby is known for its Chatswood retail and commercial district and transport hub, together with its regional performing arts complex at The Concourse. The St Leonards area is a vibrant education and health precinct which includes the Royal North Shore and private hospitals and ancillary health facilities. The area’s thriving economy is complemented by a skilled workforce and attractive living environments with significant historic and natural areas, including native bushland, Lane Cove River, and the Middle Harbour estuary.

This unique opportunity brings together the leadership of the Council’s customer experience strategy and customer service operations. You will be reporting directly to the Customer and Corporate Director and working with the leadership team to revolutionise customer experiences, using exceptional leadership and influencing skills to drive and embed enterprise-wide change programs that improve the lives of Willoughby City’s residents, businesses, and visitors.

Your challenges in this role include developing and implementing an organisation-wide customer experience strategy and leading continuous improvement in customer service operations to bring to life the benefits of data, analytics, insights and technology to ensure customers are at the centre of decision-making across the organisation.

This is an exceptional opportunity for an executive who has successfully developed customer experience strategy and driven best practice customer service operations. Your ability to think innovatively, engage and influence stakeholders to create performance improvement opportunities and lead change will be essential to your success.

We encourage applications from talented leaders with relevant experience in large, complex service sectors, and government experience is not required.

Willoughby City Council welcomes and encourages applications from people with disability, Aboriginal and Torres Strait Islander people and people with diverse culture and linguistic backgrounds.

Please click here to download a copy of the Candidate Information Pack. For more information, please contact Ali McCourt at or call 02 9223 1855.

To apply: Please provide a cover letter highlighting your suitability for the role and a resume by the due date.

Application closing date: 29th May 2022