Customer and Digital Experience Lead

Location: Brimbank Community & Civic Centre

Department: Customer Experience and Service Innovation

Compensation: Band 7A 36 Hour Week AUD $111,395.28 - $123,934.39

Employment type: Temporary Full Time

Work Arrangement: Hybrid

Customer and Digital Experience Lead

Band 7: $111,395.28 - $123,934.39 per annum +Superannuation

Fixed Term Full Time Opportunity September 2026 - February 2028

Exciting opportunity to join one of Melbourne's largestmunicipalities.

Located in the centre of Melbourne's growing west, Brimbank CityCouncil is a local government that is welcoming, diverse, and proud - just likethe community we serve.

Being community-first underpins everything we do. We work andadvocate for our community, being innovative, future-focused, and responsive;applying these same principles to the way we work with each other everyday.

Brimbank is situated on the traditional lands ofthe Wurundjeri and Bunurong people. We pay our respects to theirElders past, present and emerging.

Every person working for Brimbank City Council shares our aspirationto make our City the best it can be!

We are currently seeking a Fixed Term Full Time staff member to joinour Customer and Digital Experience team based at our offices inSunshine.

The role

Reporting to the Coordinator Customer and Digital Experience, we are seeking an Customer and Digital Experience Lead who can bring their skills and experience for:

• Lead and manage projects focused on enhancing the customer experience within diverse communities, from the initial identification of opportunities to the planning and execution stages, ensuring alignment with community needs and preferences.
• Collaborate with internal departments to uncover opportunities for service delivery improvements, considering both the preferences of the community and the practical requirements of service provision.
• Engage with a wide range of stakeholders, to gather insights and feedback that will inform and shape customer experience projects, ensuring they are rooted in actual community needs.
• Oversee the entire project lifecycle, from the detailed definition of project scopes, timelines, and resources to the hands-on management of project execution, ensuring timely completion within budget constraints and alignment with community interests.
• Foster collaboration across cross-functional teams to ensure seamless project implementation, from the identification of community needs to the design and delivery of solutions, ensuring integrated efforts and cohesive outcomes.
• Monitor project progress closely, identifying and addressing any potential roadblocks or challenges promptly, and making necessary adjustments to keep projects aligned with goals and community expectations.
• Implement projects using a service design approach that prioritises the voice of the customer, ensuring that service improvement efforts are both impactful and reflective of community feedback, thereby enhancing overall customer experience.

To be considered you will have:

• Demonstrated experience in managing projects within Government or community-focused organisation.
• Demonstrated experience applying the voice of the customer in service improvement projects.
• Effective stakeholder engagement, showing how collaborative approaches led to successful project outcomes.
• Ability to analyse and interpret data to make informed decisions through a customer informed lens, improving project delivery.
• A commitment to diversity, equity, and inclusion, with examples of how these values have been integrated into project management practices and outcomes.

Benefits of working at Brimbank include

• Rostered day off
• 36 hour working week
• Flexible work practices including hybrid working arrangements
• 16 days of personal leave per year (FTE)
• 20 weeks paid parental leave (FTE)
• Make a positive impact to your local community

Brimbank City Council actively encourages applicants from Aboriginaland Torres Strait Islander heritage, people living with disability, andLGBTQIA+ and people from culturally diverse backgrounds to explore theopportunity of a career at Brimbank.

If you have any support or access requirements, or would like tospeak to someone about employment process please contact People Culture andWellbeing on .

Brimbank City Council is a ChildSafe organisation and endeavouring to promote child safe,child friendly practices.

To be eligible for employment at Brimbank City Council you must bean Australian citizen, permanent resident of Australia or be legally entitledto work in Australia.

Direct any queries regarding the role to:

Customer and Digital Experience Lead - PD.pdf