4431 | Customer Experience | Northern Suburbs
Full timeBand 8ASalary $ 126,104.20 + Super + Flexible Working19 day month with RDO or 9 day fortnight option, your choice!
About Us
The City of Whittlesea is one of the fastest growing municipalities in Australia. As a local government organisation, we play a pivotal role in the everyday lives of our community. Our vision is to make Whittlesea 2040: A Place For All by ensuring our residents can enjoy access to local services, facilities and infrastructure.
Our staff are passionate, skilled and diverse, providing a great environment to work in and succeed.
The Role
Make a difference in our community!
This position is part of a dedicated team, reporting into the Unit Manager Customer Success to advocate for organisational customer centricity through leveraging customer data and insights to influence internal stakeholders and processes to elevate service delivery and enrich the customer experience.
The position is responsible for project managing the end-to-end design, testing and delivery of customer experience improvement initiatives and projects. Providing strategic advice to internal stakeholders, and effectively communicating insights gathered from all customer channels will be a key requirement of the position, while promoting human-centred design principles across omni-channel service delivery on behalf of the City of Whittlesea.
About you
You will have demonstrated experience and proven track record in
* Certificate in Project Management, Customer Experience or Human Centred Design
* Designing and delivering large-scale organisational projects in a customer experience role
* Proven experience in developing strong partnerships, relationships and buy-in across a diverse organisation
* Proven experience designing, delivering, and embedding initiatives and programs in an omni-channel environment to improve the customer experience
* Managing external vendors and stakeholders to deliver projects on time and on budget
If this sounds like you, then you should definitely apply!
Want to know more?
For more information about this position please access a copy of the position description by visiting our website www.whittlesea.vic.gov.au or if you have any questions regarding this role, please contact Nicole Mizzi, Unit Manager Customer Success on 0413 996 086.
To apply for this position, you must address the Selection Criteria outlined in the Position Description in your cover letter. Please note, that applications that do not address the Selection Criteria may not be considered.
Applications close at 11.45pm on Friday 06 March 2026
Interviews will take place as suitable candidates are identified.
Please note all applicants must apply online, and no late applications will be accepted.
We are happy to take applications from international candidates if you have a valid Visa to work in Australia.
At the City of Whittlesea, we value diversity and appreciate everyone's strengths. We are an equal opportunity employer and committed to attracting and retaining a diverse workforce that reflects our municipality. We encourage applications from Aboriginal and Torres Strait Islanders, people from culturally and linguistically diverse (CALD) backgrounds, people with a disability and people identifying as LGBTIQ. The City of Whittlesea is also a Child Safe employer.
Council is committed to providing an inclusive workplace that encourages employees to participate, without discrimination, in both work-related and other activities conducted within a work context, with the support of workplace adjustments. Where possible, the Council will identify and resolve potential barriers to the recruitment and employment of people with disabilities within the organisation.
If you require a workplace adjustment to support you during the interview process, please email human.resources@whittlesea.vic.gov.au with your request outlining your preferred method of contact. Workplace adjustment (also known as "reasonable adjustment") is defined as: "Whatever is considered necessary and achievable to enable an employee to perform their job role efficiently and to the best of their abilities." A Workplace adjustment can be requested at any stage in the recruitment process and/or as a part of the employment of an individual.
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