Customer Advocacy and Experience Program Leader
Maximum Term Contract until June 2027
Join Logan Water as Our Water Customer Advocacy and Experience Program Leader –
starting in January 2026.
Are you passionate about shaping exceptional customer experiences and driving community-focused outcomes? Logan Water, a division of Logan City Council, is seeking an experienced, dynamic and strategic leader to take our dedicated team to the next level.
This role, commencing in January 2026, is designed to lead initiatives that elevate customer satisfaction, streamline service delivery, and use data-driven insights to embed a customer centric approach across the organisation.
This is your opportunity to influence how Logan Water listens, motivates, celebrates, and leads by example—while enjoying a strong work-life balance and contributing to a vital public service.
Position Responsibilities include:
* Lead the development and implementation of Logan Water's customer management strategy and self-service platforms.
* Drive a customer-centric culture across service delivery, stakeholder engagement, infrastructure projects, and digital channels.
* Use data and insights to enhance customer journeys, evaluate service performance, and support strategic decision-making.
* Oversee customer education programs, feedback loops, and Logan Water's media and social media presence.
* Manage customer retail and billing services to deliver strong commercial, financial, and operational outcomes.
* Foster innovation, continuous improvement, and a safety-first mindset across all customer advocacy and experience initiatives.
* Lead a multi-disciplinary team, building capability, driving performance, and supporting workforce development and succession planning.
* Coordinate stakeholder engagement and relationship management strategies across Logan Water and Council.
* Ensure quality management systems and lean delivery practices are embedded throughout customer-focused programs.
* Represent Logan Water in industry forums, promoting thought leadership and celebrating staff achievements.
Key indicators for success:
* Qualified in Business Management (or related field) with proven experience and knowledge leading customer and stakeholder-focused teams.
* Proven leadership in customer service within large, complex organisations.
* Strong stakeholder engagement and communication skills.
* Expertise in customer advocacy, service design, and digital platforms.
* Commercial acumen and experience in financial and performance management.
* Passion for innovation, transformation, and continuous improvement.
Please note that this role is a full time, maximum term contract until June 2027, worked over a 10-day fortnight.
Why choose Logan City Council?
We have a friendly, customer centric culture, supporting diverse and collaborative working relationships across the organisation, with a connection to purpose and community.
In addition to being centrally located, Logan City Council has great benefits to help support your professional and personal growth including:
* Accrue Additional Leave
* Use your annual leave for when you want a break and accrue additional Christmas Leave throughout the year.
* Flexible Work
* We support work-life balance with flexible working arrangements.
* Health & Wellness
* Access to Fitness Passport Program for a healthier lifestyle. Look after your health with our Corporate BUPA discount.
* Salary Packaging
– Why not look into the right vehicle lease for your needs?
* Professional Growth
– Take advantage of ongoing learning and development opportunities.
* Supportive Environment
– Benefit from our Employee Assistance Program for your wellbeing.
* Engage
– Enjoy the benefits of our active social club and engage with colleagues.
Who we are and the community we serve
The City of Logan is entering an exciting new phase with big picture thinkers helping to shape our future. There's purpose in our step and fresh energy in the air, with a focus on delivering exceptional service and value for money – with heart.
Here, neighbourly love is strong; environmental and business values run deep; and culture, heritage and diversity are in our DNA. The people of Logan are proud there are mavericks, makers and innovators who call this city home. We know our community and we care about them, when you join our Council, we want you to feel valued and understand how you are helping to shape the future of Logan.
Interested?
Please press the "Apply" button and follow the prompts by closing date of
2 November 2025
For more information, email
Important Note:
* All documents are to be uploaded in PDF format & submitted online.
* Unsolicited applications will not be accepted.
* Applications will be retained for up to 12months for future consideration.
* If you require assistance or an adjustment throughout the recruitment process, please contact
Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.
Please click the link for more information about Logan City Council's Application process – Logan City Council