Customer Experience Lead

• Permanent full-time position
• Salary: $111,265 + superannuation
• Location: Convenient Glen Waverley location - based at our modern Civic Centre with easy access to public transport, major road links, and nearby shopping and dining options, making it an accessible and practical workplace for your day-to-day commute.
• Applications close 25 August 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.

About the Position

As the Customer Experience Lead, you will drive the development and successful implementation of customer strategy, ensuring customer insights, feedback and expectations inform service planning and decision-making across the organisation. You will lead cross-organisational improvement initiatives aimed at delivering more responsive, efficient and customer-focused services across Council.

Skills and Experience

• Demonstrated experience leading cross-organisational customer experience, customer strategy or improvement programs that deliver measurable service outcomes.
• Proven ability to analyse customer, operational and performance data and translate insights into priorities, recommendations and improvement actions.
• Experience designing or managing Voice of Customer, customer research, journey mapping or customer experience measurement programs.
• Demonstrated ability to influence leaders, staff and work with diverse stakeholders to prioritise and deliver customer-focused change.
• Demonstrated ability to build organisational capability in customer-centred thinking, service design and continuous improvement practices.
• Proven ability to manage priorities, exercise sound judgement and deliver outcomes with autonomy in a complex organisational environment.

Requirements

• Degree qualification in customer experience, business, service design, analytics, public administration or related discipline, or equivalent professional experience.
• 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 relevant experience suitability for the position. Applications close 25 August at 11:55pm.

Enquiries

For enquiries, please contact Lucy Morse, Manager Customer Experience on 03 •••• •493.

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 ••••@monash.vic.gov.au

We are committed to being a child safe organisation where safeguarding is everyone's responsibility. We foster a safe, inclusive community for all children and young people, with zero tolerance for child-related harm.

PD - Customer Experience Lead - August 2026.pdf