Lead customer experience strategy across Council, embedding customer‑centred design and insights to enhance customer experiences.                                                       

• Join a collaborative and customer focused team to drive positive and impactful customer and community outcomes.
• A great opportunity to make a difference for our customers and build on the customer experience program, influence service design, decision making and drive transformative improvements.
• Location: Narre Warren (Bunjil Place) | Hybrid & Flexible Working Options
• Employment Type: Permanent, Full Time, monthly RDO for full-time 40-hour weeks
• Salary:  $130,497 to 146,231 (subject to experience and Band 8) plus Superannuation 

Why Choose City of Casey

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.

Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Why You’ll Love Working with Us

At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.

• True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
• Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology.
• Reproductive health leave, up to 5 days of paid leave to support our employees
• THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
• 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
• Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments.
• Ongoing professional development to help you grow your skills and advance your career.
• Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place.
• Private Health discounts for employees, through the access of the local government health plan.
• Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
• Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
• Paid Christmas Shut Down Leave
• And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey

About the Role

As Head of Customer Experience, you will bring strategic and influential leadership to the evolution of Council’s customer experience function and program, to deliver positive and impactful community outcomes.

Reporting to the Manager of Customer and Digital, this role provides leadership and influences customer centric improvements and performance across service design, decision‑making and transformative initiatives,

You will champion a holistic, end‑to‑end understanding of customers and their journey and needs that is underpinned by strong collaboration, customer insights, research and data.

What You’ll deliver

• Lead and embed customer experience principles across Council services, programs and transformation initiatives
• Oversee the Voice of the Customer program, customer insights and experience research to drive measurable improvements
• Provide strategic insight reporting, frameworks, policies and benefit modelling to support service and process design
• Partner with senior leaders and service owners to apply customer insights to real‑world operational decisions
• Drive a consistent, cross‑channel customer experience that reflects customer needs and expectations
• Lead and empower a high performing customer experience team
• Influence organisational culture and decision‑making through strong stakeholder engagement and executive reporting

What You’ll Bring

• A tertiary qualification in commerce, communications, marketing, digital technology, or
• specific Customer Experience or Design thinking qualifications.
• Demonstrated senior leadership in customer experience and delivery of customer centric programs and practices.
• An empowering and collaborative leadership style with a strong focus on developing people
• Strong capability in customer insights, research, journey mapping and data‑led decision‑making
• Proven ability to influence senior stakeholders in complex, multi‑service environments
• Experience leading programs that connect insights across datasets to identify and assess impact of service improvements.
• Deep understanding of customer‑centred design, continuous improvement and change leadership
• Willingness to undergo psychometric assessment, relevant pre‑employment checks, including National Criminal History Check and Working with Children Check

How to Apply

If you’re passionate about improving how communities experience local government services and want to lead meaningful change, we’d love to hear from you.

Apply online by submitting your cover letter and resume - no need to address selection criteria.

For enquiries, contact Donna Russ – Manager Customer and Digital at talent@casey.vic.gov.au

Applications close at 11:55pm on Friday 15 May 2026

Please note: Applications are only accepted via our online portal.

Our Commitment to Diversity & Inclusion

The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer.

We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au.

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted

The City of Casey reserves the right not to make any appointments for this position.

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