Permananent full time role
$118,141-$132,962 (based on skills and experience) plus 12% superannuation
Be part of an innovative and dynamic team

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.

About the team
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
The Senior Customer Experience Designer is responsible for shaping and improving the customer experience throughout the City of Melbourne. This role involves applying Human-Centered Design and Customer Experience Design principles to create impactful, high-quality solutions for people who interact with our city. The position is key to enhancing service delivery, boosting customer satisfaction, and deepening the organisation's understanding of customer needs by promoting a culture of empathy, curiosity, and connection.

Your responsibilities will include, but not limited to:

Apply expertise in Human-Centered and Customer Experience Design to lead research, ideation, prototyping, and service -design.

Create visual assets, models, and prototypes to communicate complex concepts to stakeholders.

Build and maintain strategic relationships with internal and external stakeholders, influencing outcomes to align with goals.

Stay updated on service design, customer experience, and emerging trends, offering recommendations to improve outcomes.

Collaborate across teams to embed new practices and foster knowledge sharing.

What you will bring…

Tertiary qualification in service design, customer experience, or related field, or 5+ years' experience in a similar role.

Proven experience delivering human-centred design, customer experience, or service design across diverse sectors, including research, facilitation, ideation, prototyping, and final output production.

Ability to create a safe space for exploring ideas, respecting diverse perspectives, and fostering positivity and action.

Experience using agile delivery methods, including project brief design, visual management boards, and project reporting and evaluation.

Strong oral and written communication skills, including report writing, presentations, and negotiation, with the ability to engage diverse stakeholders.

Expertise in building and maintaining relationships with key stakeholders at all levels and understanding their needs.

Benefits of working with us

Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.

Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.

Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.

Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

How to apply

Click the APPLY button to be redirected to our Careers Portal!

Submit your application no later than 11:45pm on Friday 25 July, 2025

A few important things to note – don’t miss out!

Applications must be submitted online. Unfortunately, we can’t accept applications via email, so please be sure to apply through the official job link provided.

Apply early! This role may close sooner than the listed closing date if we find the right candidate — so don’t wait to get your application in.

We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.

Need more info?

Refer to the position description below or contact: Dennis Sartorello-Manager, Customer Experience Strategy and Design [email protected]

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.