Advertised Positions

• Full time position
• Senior Officer role
• Key leadership role elevating customer experience
• Applications close 15 March 2026

City of Monash is a dynamic organisation committed to providing excellence in service delivery. Located in the eastern region, Monash is a cosmopolitan and culturally diverse city, close to the demographic centre of Melbourne.

The Customer Experience team within our Executive Division provides a trusted front door to Council ensuring our diverse customers receive accurate, timely and helpful support. We partner with departments across Council to provide a consistently exceptional end to end service experience.

About the Position

The Manager, Customer Experience will provide strategic leadership to shape and steward Council’s vision for a consistently exceptional end‑to‑end service experience. You will champion a Council‑wide culture of service excellence, ensuring that customer expectations, insights and needs meaningfully inform corporate strategy, operational design and continuous improvement across all service areas.

Skills and Experience

• Demonstrated ability to lead customer experience strategy and drive organisation‑wide service improvements in a complex environment
• Experience leading and developing teams to deliver high‑quality, customer‑focused services in a complex, multi‑service organisation
• Demonstrated ability to collect, interpret and apply customer insights to inform decisions and improve service outcomes
• Proven skills in service design, process improvement and partnering with business areas to enhance end‑to‑end customer journeys
• Experience managing call centres, service centres or similar high‑volume customer environments, with strong capability in workforce planning and service performance
• Strong knowledge of customer service systems, including CRM platforms, telephony systems, service request systems, and digital service tools

Requirements

• Tertiary qualification in a relevant field such as Customer Experience/Service Design, Business Administration, Public Administration, Communications, Management or a related discipline
• Satisfactory National Police Check

Benefits

As a City of Monash employee, your personal and professional development is a key focus for us. You will have access to:

• Supportive and experienced leaders that care for your development and wellbeing
• Vibrant health and well-being programs
• Employee Assistance Program for you and your family
• Flexible working arrangements
• Training and development opportunities
• Discounted gym memberships at our Active Monash Recreation Centres

Apply for this amazing opportunity

Please submit your CV with a cover letter outlining your experience and how it relates to the role.

Applications close Sunday 15 March 2026 at 11:55pm.

If you would like to discuss this role further or you have any enquiries, please contact Imogen Kelly on 0413 995 484 or email imogen.kelly@monash.vic.gov.au  

Monash Council is committed to be a flexible, safe, equal and inclusive workplace where we embrace and support diversity.

As an Equal Opportunity employer, we encourage applications from people who are from different backgrounds including Aboriginal and Torres Strait Islander, people of any age, race, ethnicity, religion, gender identity, disability, sexual orientation and cultural background. If you have a reasonable adjustment, support or access requirement, we encourage you to let us know through your application or email talent@monash.vic.gov.au

We are also committed to being a Child Safe organisation and have zero tolerance to child abuse.