About the role
In this role, reporting to the Chief Customer and Marketing Officer, you will lead the delivery of the Customer Experience Strategy, a cornerstone of the City’s organisational goals. You will design, develop, and implement a comprehensive customer experience plan, driving cross-functional initiatives, defining key metrics, and establishing a robust measurement framework.

Work type: Temporary full time (12 months)
Classification: Band 8 $115,035-$127,911 pa plus super

Key responsibilities include:

• Develop and Implement CX Strategy: Design and execute a customer experience roadmap aligned with organizational objectives, driving key projects and activities.
• Customer Insights and Journey Mapping: Analyse feedback, identify trends, and create journey maps to pinpoint pain points and improve customer processes.
• Performance Measurement: Establish a customer experience performance framework and track metrics like Net Promoter Score and satisfaction ratings.
• Collaborate on CRM Development: Work with IT and CRM providers to ensure the strategy aligns with system requirements and enhances customer interactions.
• Promote Customer-Centric Culture: Lead training and initiatives to embed customer-centric practices across the organisation.

About you
To be successful in this role, you will have

Essential Experience:

• CX Strategy Development: Proven experience in creating and delivering customer experience strategies and plans that align with business goals.
• Data-Driven Insights: Expertise in gathering, analysing, and applying customer feedback and market trends to improve experiences.
• Journey Mapping Expertise: Skilled in developing customer journey maps and identifying process improvement opportunities.
• Performance Tracking: Experience with CX metrics, reporting frameworks, and tools to measure and improve satisfaction.
• Cross-Functional Collaboration: Ability to work with IT, marketing, and operational teams to deliver integrated customer experience solutions.
• Preferred candidates will be required to undergo a National Police Check as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now! 

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

Create our future together at the City of Greater Geelong
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.

If you're passionate about inclusivity and community, apply now – we’d love to meet you!

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Enquiries: Anne Stout  | Chief Customer & Marketing Officer | Anne.Stout@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

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