About the role

The City’s Customer Experience Business Unit ensures that the City remains responsive community needs by delivering seamless, accessible and empowering experiences for all customers.

The Business Unit also leads the digital transformation of customer experience and service delivery at the City of Swan - driving improvements in system integration and service design to enhance efficiency, accessibility, and communication through modern user-friendly digital platforms..

Key Accountabilities include, but are not limited to;

• Facilitate a shared vision for exceptional customer experience and drive continuous improvement.
• Collaborate with internal stakeholders to ensure that customer experience with all parts of the City is frictionless and consistent, and that services, policies, procedures are simplified, transparent and easy to navigate.
• Develop systems to fully understand customer needs and behaviours, ensuring the City can proactively respond to changing expectations, based on customer feedback and sentiment data.
• Leading customer-focused digital transformation by embedding technology and process enhancements that enable a more inclusive, efficient, and consistent experience across multiple communication channels.
• Provide high level strategic advice, research and support, including managing complex and confidential issues impacting the City.

About you

The successful candidate will have the following:

• Relevant tertiary qualification (or demonstrated relevant work experience that could be equated to tertiary qualifications)
• Demonstrated experience in providing outstanding leadership to a high performing,
• outcome focussed team, driving and supporting your team to achieve business outcomes and navigate challenges
• Senior leadership experience within a medium to large complex organisation in leading teams to deliver strong outcomes
• Ability to build high levels of credibility and to foster trust and cooperation
• Strong conceptual and analytical skills, together with the ability to provide innovative solutions to complex matters relevant for the position
• C Class Drivers’ license
• Working with Children Check (WWCC)
• A satisfactory National Police Certificate is required.

For more information about the role please refer to the position description.

About working with us

The salary for this position will be from $140,338 to $162,616 per annum, depending on the skills and experience of the successful applicant.

You will also enjoy benefits including

• Flexibility to balance work and life through supported work from home and a 19-day month
• Excellent leave entitlements e.g. purchase additional leave, Local Government public holiday
• Generous Superannuation contributions up to a total combined 16.5%
• Private use of a City vehicle
• Comprehensive employee wellness program
• Generous study assistance (terms and conditions apply)
• Free parking options available
• Travelsmart allowance to support public transport use or cycling to work

About the City

The City of Swan, located north east of Perth, is the largest local government by land size in the Perth metropolitan area, and has one of the fastest growing populations.

The City covers an area of 1,042 square kilometres, equivalent to almost 20 per cent of the Perth metropolitan area. A beautifully diverse expanse of land, the City is rich in natural assets, including the iconic Swan River and internationally renowned Swan Valley viticulture region established in 1829.

Our location, services and facilities make the City an attractive place to live. The population across our 42 suburbs stands at 168,334 in 2023, but is set to reach 300,000 by 2050.

The Whadjuk people of the Noongar Nation have been the traditional custodians of the land for more than 40,000 years. The Derbal Yerrigan (Swan River) holds enormous cultural significance for the Noongar people. The City is also rich in European history, and our community is a melting pot of multiculturalism, with one in three people being born overseas and one in five speaking a language other than English at home. Our ideal location, significant history, diverse community and strong economy ensures a positive future for the City of Swan, full of opportunity.

Our purpose at the City is to improve the quality of life for all of the people who live in, work in and visit the City of Swan by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership.

At the City of Swan we are committed to recruiting and retaining the right people and creating a great place to work. We offer our employees real careers, real impact, and real rewards.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ+, with disability, a culturally and linguistically diverse background, and people of all ages.

For queries, please contact Sarah McQuade directly on 9267 9458

To apply please submit a cover letter that outlines your qualifications and experience and why you would be a good fit for this role, and a resume via the link.

Closing Date: 26 May 2025 at 5pm.

The City of Swan reserves the right to commence shortlisting and interviews earlier than the closing date. The City also reserves the right to close the vacancy early therefore if you are interested in this position, please submit an application as early as possible.

*No agencies please.