About the Opportunity: We’re partnering with a progressive local council in Victoria’s fastest-growing region to find a Senior Lead - Customer Experience Strategy . This lead role will drive the implementation of the Customer Experience Strategy and lead transformative service improvements aligned with broader organisational goals. You’ll report directly to the Manager Customer Experience and lead a team of three, championing a customer-first culture through co-design, service redesign, and innovation. This is a fantastic opportunity to shape the future of community services and build a high-performing CX team from the ground up. What Success Looks Like: Customer Experience Strategy : Deliver and evaluate a CX Strategy that aligns with council-wide priorities and builds a customer-centric culture. Service Improvement : Drive tangible enhancements through insights-led redesign of services, systems, and processes. Customer Journey Mapping : Lead end-to-end journey mapping to uncover pain points, identify opportunities, and redesign services that better meet community needs. Service Design Leadership : Apply service design and human-centred design principles to embed customer-first thinking across the organisation. Continuous Improvement : Champion a culture of continuous improvement by embedding feedback loops, learning cycles, and iterative enhancements into service delivery. Strategic Leadership : Provide CX vision and leadership by developing policies, frameworks, and measurable outcomes. Stakeholder Collaboration : Influence across departments to ensure the customer voice is embedded in decision-making. Operational Excellence : Coach and empower the CX team to deliver initiatives that enhance customer experience and drive meaningful outcomes. Skills That Make You Stand Out: CX & Service Design Expertise : Proven experience applying customer journey mapping and service design principles to reimagine and improve end-to-end customer experiences. Continuous Improvement Mindset : Strong focus on continuous service improvement, using feedback, data, and collaboration to enhance processes and outcomes. Leadership Capability : Ability to build, lead, and inspire teams focused on delivering exceptional service outcomes. Strategic Vision : A track record of aligning customer experience strategies with broader organisational goals to deliver measurable impact. Change & Transformation : Skilled at driving cultural and operational change through customer-first thinking. Data-Informed Decision-Making : Confident in using customer insights, research, and performance data to inform journey redesign and service enhancements. Stakeholder Influence : Excellent communicator with the ability to collaborate across departments and bring people on the CX and service design journey. Ready to Make a Difference? This is a career-defining opportunity to shape the future of service delivery in a thriving municipality. For a confidential conversation, contact Gabrielle Baird , Recruitment Consultant – CX, Design & Digital at Frazer Tremble : gabrielle@frazertremble.com.au Or click below to apply.
