Experience and Innovation Lead

Full time position until August 2020, A key enabler of our customer experience journey, Attractive remuneration package on offer.

  • Full time position until August 2020
  • A key enabler of our customer experience journey
  • Attractive remuneration package on offer


A little bit about the role

Reporting directly to the Program Director, this is an opportunity to lead the Customer Experience and Business Transformation stream of the Boroondara Customer First Program. The Program has been developed so Council can achieve a better customer experience, be more efficient and engage more effectively in all of our interactions.


You will be responsible for identifying and developing solutions that will deliver on the benefits outlined in our business case. You will ensure that customer experience, employee experience and innovation are at the forefront of any solution.


Not only will you promote a culture of innovation but you will lead by example with excellence in your program governance and reporting to ensure performance indicators & objectives are achieved.


What are we looking for


To get the most out of this opportunity it is important to have experience in effectively leading or overseeing the delivery of customer and employee experience initiatives in a large scale transformation program.


You will also have experience in developing innovative programs that create positive change at multiple levels and within complex environments. You will be working with a diverse group of employees and customers so your communication and stakeholder management skills will be key in gaining support and commitment from others.


Working on such a large scale project that focuses on our customer its essential that you have a strong working knowledge of customer segmentation, customer personas / journeys, service blueprints and design principles, including development and application.


Qualifications and Employment Requirements

  • Tertiary qualifications in a relevant area.
  • Applicants must have the right to work in Australia.
  • Preferred applicants will be required to undergo a National Police Record Check.

How to Apply

Please submit your application online via the Apply button by 11:59pm Friday 6 December 2019. All applications must be made via the online portal; no applications direct to the hiring manager will be considered. No calls or applications from agencies please.


Council recognises the benefits of a diverse workforce for its employees and customers.  To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.


Applicants must have the right to work in Australia. Council is a child safe organisation and as such, some applicants may be required to hold a Working with Children Check. Additionally, some applicants may also be required to undergo a National Criminal History check and/or medical check as per the requirements of the role.

Who are we

The City of Boroondara is a metropolitan council, representing more than 170,000 people in the inner-eastern suburbs of Melbourne. A leader in the local government sector, with a reputation for innovation and excellence, we believe in providing an environment where our staff thrive, both in the work they do and in how they learn and develop as people and professionals.  We are currently undertaking an exciting project that will see a transformation in the way we work and the way we serve our customers. Implementation of the Boroondara Customer First Program will provide a customer centric model of service delivery that includes technological innovation, process improvement and business system renewal - its a great time to join Boroondara!

02/12/2019 $0 Eastern Suburbs 1 Consulting & Strategy
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