This is a Customer Experience (CX) Improvement Lead role with City of Port Phillip based in Melbourne, VIC, AU City of Port Phillip Role Seniority - mid level More about the Customer Experience (CX) Improvement Lead role at City of Port Phillip Synopsis Customer Experience (CX) Improvement Lead Salary Range Band 7 $111,873 to $125,191 plus 12% super Full time permanent position We are a diverse and inclusive council based in St Kilda with a positive culture and flexible working arrangements possible About City Of Port Phillip We are a dynamic and diverse inner-city council stretching from Port Melbourne to Elwood. We are home to 11km of foreshore, with some of Melbourne’s most famous bay beaches, bustling villages and tight-knit communities. Our organisation is 1,000 people working together to deliver more than 100 programs and services to our engaged community of residents, businesses and visitors. What does that mean? Think, childcare, libraries, parks, recreation, waste rubbish collection, road maintenance, family and youth services, property and assets, city planning and development, customer experience, digital technology, governance, people, culture and safety, and of course South Melbourne Market! City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation. What’s The Role All About Are you passionate about creating exceptional customer experiences and driving meaningful change? Do you thrive in a fast-paced environment where collaboration and innovation matter? We’re looking for a Customer Experience Improvement Lead who can turn insights into action and help us deliver services that truly put our community first. As part of a small, high-energy team, you’ll collaborate across the organisation to listen for pain points, map priority journeys, and deliver improvements that make services simpler, more responsive, and more human. 1 x full-time permanent opportunity What You’ll Do Lead initiatives that embed customer-first thinking through training and practical tools Facilitate co-design workshops to map priority customer journeys Champion the Voice of Customer program and implement “close the loop” processes Partner with teams to implement CX improvements with structured project and change practices Build capability and tools using a mix of service design and continuous improvement methods Inspire teams with compelling stories and reports that showcase the positive impact of CX initiatives Explore and leverage AI and other emerging technologies to enhance the customer experience Who We Are Looking For Experience leading CX improvement initiatives in fast paced, complex environments. Proven ability to apply service design, human-centered design, and/or continuous improvement methodologies in a flexible and pragmatic way. Strong analytical skills particularly in translating feedback and data into actionable improvements. Excellent communication with stakeholders and with sharing impact via reporting and storytelling. Demonstrated curiosity and enthusiasm for exploring and leveraging future-ready practices and technologies (including AI). Relevant tertiary qualifications desirable Our work environment We love what we do and are all proud to work at the City of Port Phillip. Yes, we are a local council, and we are one with vibrancy, passion and ambition who are welcoming, health conscious, diverse and inclusive. Our Main location at the grand St Kilda Town Hall offers a heritage and modern open plan hub to work from where people can collaborate and develop both professionally and personally, whilst planning and delivering a range of important services and programs for the community. Proudly as one we all work together, and grow together, thinking creatively and strategically with courage, integrity, and accountability to put our community first. What’s In It For You We offer a hybrid working model with our core setup being 50-60% in the office depending on team requirements and welcome further conversation to meet your working style and needs Be supported and empowered to be your best by a passionate leadership team that encourages collaboration and innovation Discounted fitness membership with access to over 260 gyms, pools, group classes and facilities across Melbourne for you and your family! Our work hubs are located close to our very own Child Care centres making accessing childcare a breeze! Career development opportunities within your team and/or across council plus a great study assistance allowance of up to $4000 per year per person and 6 hours per week study leave (on approved courses only) Flexible working conditions, an active social club, supportive health and wellbeing program, and a well- regarded Employee Assistance Program (EAP) Our very own Pride Network, that helps create an environment where each and every person can feel safe, welcomed, seen, and supported to bring their whole selves to work 20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parents Access to novated leasing and salary sacrificed technology Security Requirements And Professional Obligations Pre-employment screening will apply to all appointments. Prior to a formal letter of offer, preferred applicants will be asked to provide: Evidence of mandatory qualifications/registrations/licences, Sufficient proof of their right to work in Australia, and Sufficient proof of their identity. Complete a National Police Check completed via City of Port Phillip’s Provider. Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation). So, what’s next? Hit that APPLY button now! Whether you think you meet all the requirements or not, we strongly encourage you to apply, as we take a holistic approach to considering your skills, life experience, and alignment to our key selection criteria. You’ve got this! Please Submit Resume – latest and detailed version Cover letter no longer than 2 pages that captures your response to the Key Selection Criteria (KSC) found on the Positions Description (PD). Note: Only applications submitted via the online Recruitment Portal will be considered. For further information please contact Samantha Price, Head of Customer and Business Improvement on phone 03 8563 7780 or email at Samantha.Price@portphillip.vic.gov.au Applications close 11.59 pm, Sunday 1 February 2026. The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA community and candidates with a disability. If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Yass Mustafa (Recruitment and Employee Experience Advisor) on phone 0468 576 806 or email: recruitment@portphillip.vic.gov.au South Melbourne > Port Melbourne > Albert Park > Middle Park > St Kilda > Balaclava > Ripponlea > Elwood Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the City of Port Phillip team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading initiatives Facilitating workshops Championing customer voice Key Strengths Customer experience improvement ️ Service design Analytical skills ️ Communication AI exploration Project management A Final Note: This is a role with City of Port Phillip not with Hatch.
