Manager Customer Experience

Manager Customer Experience
Location: Randwick, NSW
Salary: $215,000 TRP
Work Type: Full Time, Fixed Term (3-year Project-based Contract)
Public Sector People on behalf of Randwick City Council

Drive strategic transformation and deliver exceptional customer experiences at a progressive metro Council.

Public Sector People are proud to be partnering with Randwick City Council to recruit a dynamic and visionary Manager Customer Experience. This is a unique opportunity to champion a customer-first approach across all Council touchpoints, developing integrated systems and fostering a collaborative culture that enhances community connection and service excellence.

About the Role:

Reporting to the Director Corporate Services, you will be responsible for:

• Shaping strategic direction as part of the Council’s Leadership Team
• Leading the development and implementation of customer-centric systems and digital platforms
• Coaching teams to ensure community members receive responsive and accurate service
• Using data, analytics and feedback to design tailored engagement strategies
• Partnering across Council departments to embed collaborative and consistent service delivery
• Driving continuous improvement and innovation in all areas of customer experience

• Degree qualifications in business, customer service, administration, or significant experience in leading complex customer service environments
• Experience resolving high-stakes customer issues in a complex setting
• High-level strategic planning and budgeting skills
• Expertise in interpreting data and insights to guide decision-making
• Strong leadership presence and values-aligned decision-making
• Demonstrated experience in managing transformational change and embedding a culture of service excellence

• Champion innovation and community-centred service in a high-impact leadership role
• Join a forward-thinking Council with a strong commitment to continuous improvement
• Shape the future of local government customer experience
• Collaborate with a progressive and inclusive leadership cohort