Customer Experience Manager

Customer Experience Manager

Are you focused on customer experience and delivering exceptional customer experiences that make a real difference? Do you thrive on leading change, improving services and putting customers at the centre of everything you do?

We are seeking a dynamic and forward-thinking Customer Experience Manager to lead the delivery of our Customer Experience (CX) Strategy and shape how our community engages with Council—now and into the future.

About the Role

This exciting new role is responsible for delivering Council's Customer Experience (CX) Strategy and ensuring consistent, high-quality, customer-centred services across all channels. Reporting to the Director Customer & Community Services, you will lead customer service functions, oversee customer-facing systems and processes, and ensure customer insights inform organisational decision-making.

You will:

• Lead customer service operations across the Swan Hill municipality
• Drive a strong customer-first culture
• Develop and support high-performing teams
• Ensure services meet compliance, risk, and governance requirements
• Use data and insights to continuously improve service delivery and community outcomes

What You'll Bring

• Experience in customer experience leadership and service delivery
• Proven ability to drive change and continuous improvement
• Strong communication and stakeholder engagement skills
• Experience with CRM systems and digital tools
• Ability to use customer insights and data to inform decisions
• Experience leading and developing high-performing teams
• Skills in process improvement, service design, and customer journey mapping
• Working with Children Check (Employee Type)
• A National Police Check will be conducted on the preferred applicant.

Why join us?

• Permanent Full-Time role with genuine work-life balance
• Total Remuneration Package of $153,000 per annum

Leave & Flexibility

• Four weeks annual leave + 17.5 % leave loading
• 12 days personal (sick/carer's) leave
• Paid parental and adoption leave
• Long service leave (pro-rata after 7 years)
• Flexible work arrangements, including work from home, and flexible hours depending on role
• Additional compassionate leave
• Option to purchase additional leave

Benefits & Culture

• Salary packaging options (including superannuation salary sacrifice)
• Subsidised gym memberships
• Active social club

Applications close 12 noon on Thursday, 24 September 2026.

Why Swan Hill?

Because it's where lifestyle and opportunity come together!

Swan Hill is a place where families flourish and life feels full. Picture relaxed weekends exploring peaceful countryside, unwinding by the Murray River, and soaking in breathtaking sunsets. With great schools, family-friendly activities, and abundant parks and open spaces, Swan Hill offers the ideal blend of community, connection and career opportunities. Treat yourself to the Mallee's renowned fresh produce and enjoy easy access to natural treasures like lakes, wetlands, forests, and more – right on your doorstep.

Learn more about living in Swan Hill at Dream Swan Hill and explore the Swan Hill Resident Guide.

How to Apply

1. Click Apply Now.
2. Upload your Cover Letter, Resume and Statement Addressing Key Selection Criteria. Note: Applications that do not address the key selection criteria may not be considered.
3. Complete the online application form.
4. Click Submit to finalise your application.

Need Assistance?

For questions about the role or application process, contact the Human Resources team at[email protected] or 5036 2333.