Projects Lead – Customer Experience

Projects Lead – Customer Experience Plan, development & implementation of Bayside’s Customer Experience Strategy Showcase exceptional project management leadership Permanent Full Time, 35hrs per week, 9 day fortnight (opt in) Our team At Bayside Council, we are committed to a positive, flexible and supportive workplace culture, where our people and customers feel respected and valued. We are proud to serve our community through operating with transparency, integrity and in the best interests of the Bayside community to deliver exceptional service. The City Performance directorate underpins the delivery of service excellence by providing expertise in financial services, procurement, governance, customer experience, property services and business technology. About the role The role is responsible in leading the development and delivery of improvement initiatives across the organisation, particularly the implementation of Bayside Council’s Customer Experience Strategy. This role will provide expertise in driving continuous improvement activities aimed at enhancing operational efficiency, effectiveness and performance, to help improve the customer’s experience with Bayside Council. This role will drive cultural and operational changes to also improve staff and community experiences. This role’s placement in the organisation and focus may change when the implementation of the Customer Experience Strategy has completed, in which the support provided by this role may be allocated to another key council initiative. About you The successful candidate will be required to: Work with the Manager Customer Experience on the planning, development and implementation of Bayside Council’s Customer Experience Strategy and other key Council initiatives. Lead, monitor, and report on Council’s cultural change improvements by engaging with leaders to identify and implement improvements. Expand the use of Council’s Customer Request Management System by identifying and implementing improvements based on customer needs. Identify opportunities to implement service improvement, gain operational optimisation and develop new innovations. Explore opportunities to capture and report on customer experience satisfaction for both post-transactional service and place-based experiences. Design and implement a robust customer feedback program. Review staff performance work plans and position descriptions to include outcome-based performance indicators focused on quality customer service. Complete ongoing service reviews of end-to-end customer journeys to identify improvements that align with customer needs and expectations, including online and face-to-face services. Manage and deliver the Place Liaison Program of improvements aimed at improving the community’s experiences of Town Centres and other key public spaces. We are looking for a someone who can demonstrate the following skills Problem Solving - ability to think, analyse and consider a broad range of concepts when developing solutions. Provide support, guidance and coaching to the staff reporting to them and other team members to build team capacity. Promote positive and collaborative culture through open, fair, and transparent decision making and ethical, professional behaviour. Project management - Understand and apply effect planning, coordinating and control methods. Our benefits and culture As an organisation, we pride ourselves in offering a flexible working environment centred on delivering great outcomes for our customers, whether internal or external. The Customer Experience team have a strong culture of collaboration and delivering exciting new initiatives. The option to opt in for a Rostered Day Off every fortnight 3 extra days off during Christmas each year 15 days sick leave each year 2 days health and wellbeing days each year Generous parental leave entitlements for both parents Apply now Before submitting your application, please take the time to read the Position Description by clicking the paperclip button located in the top right section of this page. Please use MS Edge or Google Chrome when submitting your application. If you have any technical issues with your application, please contact Deadline: Tuesday 9 December, 2025 Salary Range: $126,907 - $142,135 pa + 12% super Applicants may be required to satisfactorily undertake a Criminal History Check, Medical and/or Working with Children check in accordance with the position. Bayside Council is proud to be both an Equal Opportunity Employer and a Child-Safe Organisation. We are committed to fostering a diverse, inclusive, and safe workplace where all individuals regardless of background, experience, or identity, feel valued and respected. We also recognise the rights of children and young people to feel safe when accessing Council services, and we strive to maintain an environment that promotes their safety and wellbeing. All hiring decisions are based solely on individual merit and alignment with requirements of the role. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in touch with our Talent Acquisition team to discuss their needs in confidence. #J-18808-Ljbffr