• Leadership opportunity
• A role where you drive the outcomes
• Full time, permanent role | $116,741 + super

About the Opportunity

As a key member of the Customer Experience Team, the Lead, Customer Readiness will drive the internal implementation of the Customer Experience Strategy, helping to embed a customer-first mindset across the organisation. Working collaboratively across business units, you will identify opportunities and challenges in service delivery and lead readiness initiatives that ensure our people, processes, and systems are aligned to deliver better outcomes for our community.

In this role, you will lead a community of practice focused on project and business readiness, ensuring our internal teams are set up for success during times of change. You will influence and shape how services are designed and delivered by mapping customer journeys, refining internal processes, and representing the voice of the customer in transformation projects. Your work will be essential to building organisational capability and lifting the quality and consistency of the customer experience.

With a strong focus on stakeholder engagement, you will partner with teams across the organisation to embed a holistic and strategic approach to service improvement. If you're passionate about meaningful change, have a knack for aligning people and processes, and enjoy working in a collaborative environment, this is your opportunity to make a lasting impact at the City of Adelaide.

To view the position description, please click here.

About You

To be successful in this role you will have:

• Demonstrated ability to lead by coaching and role modelling best practice customer experience principles in order to maximise outcomes, whilst maintaining employee engagement.
• Exposure to change management and project management methodologies.
• Demonstrated experience in delivering process improvements projects, including production of process maps, current/future state documents and relevant material.
• Experience developing change support materials such as training plans and user guides.
• Demonstrated ability for innovative and creative solution thinking, across complex issues that may impact the whole organisation.

About Us

Located in the geographic heart of Kaurna Country, the City of Adelaide celebrates its cultural heritage, unique natural surrounds and structures its footprint in a way that allows it to adapt to the changing needs of the community and a dynamic global landscape. Our focus is on our community's wellbeing and quality of life - investing in city improvements and on future planning, so we continue to design a liveable city where future generations can continue to live authentic and meaningful lives. This is an exciting opportunity to join our team and be a bigger part of our amazing city!

The Customer and Marketing Team supports extraordinary customer experiences, celebrates our city through the delivery of creative and digital services, and enhances our reputation by promoting our achievements and initiatives.

At the City of Adelaide, we thrive in an environment that is welcoming, inclusive and safe, and celebrates difference. We value and embrace our diverse perspectives and recognise the value diversity has in fuelling innovation and enabling brilliant experiences for our diverse community.

For Further Enquiries & How to Apply

All enquiries regarding this position will remain private and confidential and can be directed to Sofia Sy, Talent Acquisition Advisor on 8203 7225.

Please submit a Resume, a copy of your academic transcript, and a Cover Letter expressing the skills, experience and qualities you can bring to this position addressed to Associate Director, Customer & Marketing.

Please review the position description prior to submitting an application by following the prompts to apply.

Applications close at 11.59pm, 30 June 2025.

Please be advised this is a full time, permanent opportunity with a starting salary at the Level 7 Classification commencing at $116,741 + legislated superannuation.

As part of the recruitment process candidates will be required to undertake a National Police Check.

We continue to work hard to ensure our recruitment process is safe for people of diverse backgrounds.

Please note, applications received via the email address below will not be considered. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Our commitment to inclusivity means we welcome applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and candidates from with a range of lived experiences. If you require assistance with our recruitment process, you are more than welcome to connect with our People Services team on (08) 8203 7333 [email protected]