We are the City of Melbourne, a place to be bold and inspirational.

We are rapidly transforming to meet the evolving challenges faced by a global city.

With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.

How this team makes a difference to City of Melbourne

The Customer Experience branch purpose is to make a difference for the City and its people. The vision is to anticipate our customers’ needs before they do by putting them at the centre of everything the organisation does. The branch applies its unique understanding of customer and its knowledge of the organisation to deliver a positive and efficient customer care service. The branch partners with the organisation to realise the best customer experience possible.

About the role

We are seeking a Senior Customer Implementation Lead to support the delivery of key programs and projects focused on improving customer experience. This role involves applying customer-centric design, implementing new standards and initiatives, and working with Team Melbourne to uplift customer experience maturity. Your work will play a key role in increasing customer satisfaction and building trust with the community.

*Please note: Direct applications will not be considered; all applications must be formally submitted through the portal using the apply now button.

You will

Plan, lead and deliver CX Improvement programs, using project management, change, and adaptive delivery approaches

Lead change and adoption activities with empathy and care, ensuring that those impacted feel heard, respected, and supported

Build strategic relationships and influence outcomes aligned with CX goals

Collaborate across teams to embed customer-centric practices and share knowledge

Work collaboratively with stakeholders to enable them to meet milestones, targets, and performance metrics

Engage at all levels of the organisation and communicate program goals and progress, through visual storytelling and tailored presentations

Coach team members in the areas of project management, adoption and culture change

What you will bring

Tertiary qualification and/or relevant demonstrated experience in customer experience design, project/change management, or a related field

Proven track record delivering and embedding human-centred initiatives, from planning to implementation

Skilled at fostering inclusive, collaborative environments that support innovation

Experience using agile methods, including project briefs, visual boards, and reporting

Excellent written and verbal communication, including reporting, presenting, and stakeholder engagement

Strong stakeholder management across various levels and understanding of their needs

Flexible and adaptable, with a focus on delivering high-quality outcomes in dynamic environments

Ability to work within a team of subject matter experts, as well as working collaboratively across teams

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.

To view the physical requirements of this position, please see below under Position Information.

How to apply

1. Attach your resume

2. Attach a separate cover letter (no more than one page)

Please address your covering letter to Marc Genreau - (Acting) Manager Customer Experience Uplift Program. For any information about the role, contact Marc Genreau at [email protected].

Applications will be accepted up until 11:45pm on 15th June 2025

Please note: City of Melbourne reserved the right to close the advert before the specified end-date should a suitable candidate be found.

The City of Melbourne offers great benefits click through to find out what working with us looks like. If you have any questions, or for more information, please contact [email protected] City of Melbourne conducts a safety screening process for all employees including a Police and Working with Children Check. For information about the broader collection and use of personal information by the City of Melbourne, please refer to our Privacy Policy

City of Melbourne is proud to be a workplace that champions diversity. Our commitment is for our people to be safe, included and supported so that they can be at their best. As an equal opportunity employer, we encourage applications from people regardless of their gender identity and expression, ethnicity, cultural background, sexual orientation, disability and age. We look for the right values, skills and knowledge to build our capabilities so that we can best deliver for our community.