City of Greater Dandenong is one of Australia's most culturally rich and diverse municipalities, home to communities from more than 150 countries. This diversity underpins a vibrant, resilient, and forward-looking community and shapes our commitment to delivering inclusive, responsive, and high-quality services. An exceptional opportunity now exists for an accomplished and strategic leader to shape and lead Council's customer experience agenda as Manager, Customer Experience. Reporting to the Chief Customer and Information Officer, this pivotal role is a member of the Customer and Information Leadership Team and will provide enterprise-wide leadership to elevate customer service, experience, and engagement across the organisation. This role will drive cross-functional collaboration, champion customer-centred thinking at a strategic level, and ensure Council delivers seamless, efficient, and community-focused services supported by measurable outcomes and continuous improvement. Key Responsibilities As Manager, Customer Experience, you will: Lead the design, delivery, and continuous evolution of Council's Customer Experience strategy, frameworks, and enterprise initiatives to enhance service performance and community satisfaction. Embed a culture of customer centricity, innovation, and collaboration across a complex organisation. Provide strategic oversight of all customer channels and touchpoints such as digital, face-to-face, and phone, ensuring consistent, accessible, and high-quality experiences. Partner with internal and external stakeholders to provide trusted, strategic advice that influences organisational priorities, policies, and service design through a customer lens. Drive the optimisation of customer-facing digital products, leveraging data, insights, and emerging technologies to improve customer outcomes and operational efficiency. About You You are a contemporary, values-led leader with the credibility and capability to operate at a senior level in a complex environment. You bring: Demonstrated senior leadership experience in customer experience, service design, digital transformation, or related disciplines. A proven ability to lead large-scale change and embed new ways of working across complex, multi-service organisations. Exceptional communication, negotiation, and stakeholder engagement skills, with the ability to influence at executive and political levels. A strong strategic mindset, balanced with a pragmatic, delivery-focused approach. Why Join Us? In return, you will receive a competitive remuneration package and the opportunity to lead work that delivers tangible, positive outcomes for one of Victoria's most diverse communities. You will collaborate with a committed leadership team and highly skilled professionals who are driven by purpose, excellence, and continuous improvement. If you are motivated by impact, complexity, and the opportunity to shape meaningful customer experiences at scale, we invite you to join us and help build a better future for our community. For a position description or to apply please visit the McArthur website at www.mcarthur.com.au, referencing job number J8513 in the search bar. For a confidential conversation, please contact Fiona Bain on 0404 204 372. Applications Close: Thursday 19 th March 2026