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Digital Customer Experience Manager

Job No: CB18084
Location: Sydney

Job No:CB18084

Location: Drummoyne, Sydney 

  • Permanent Full-Time Position - 35 hours per week
  • Participation in 9 day fortnight scheme
  • Competitive salary per annum + Super
  • Leaseback Vehicle

The City of Canada Bay is a thriving, colourful community, surrounded by the beautiful bays of Sydney Harbour. The area is also known for its parklands, cycle paths and walkways. City of Canada Bay Council’s values underpin how we operate: We act with integrity; We empower our people; We are respectful; We work together; We innovate.

About the role

This position is responsible for managing the Customer Experience landscape in leading and enhancing the overall customer experience strategy within Council.

You will 

  • Design and execute a comprehensive customer experience strategy, channel strategy that aligns with the organisation's goals, focusing
    on improving customer satisfaction, loyalty, and advocacy.
  • Collaborate with internal departments and external partners to understand their needs and align services to exceed customer expectations.
  • Establish key performance indicators (KPIs) and regularly monitor and evaluate customer experience metrics to drive continuous improvement.
  • Identify and streamline customer touchpoints, processes, and workflows to enhance efficiency and eliminate pain points such as end to end journey mapping.
  • Provide guidance and training to staff members across the organisation to ensure consistent delivery of exceptional customer experiences.
  • Utilise data and feedback to identify trends, patterns, and opportunities for improvement, and incorporate insights into strategic decisions.
  • Drive innovation by leveraging technology and digital solutions to enhance customer interactions and services. 
  • Oversee the handling of customer complaints and concerns, ensuring
    swift and satisfactory resolutions.

About the person 

We are seeking a highly skilled Customer Experience Manager with a strong track record of successfully elevating customer experience, ensuring that stakeholders receive excellent service and support. The successful candidate will play a pivotal role in leading a dedicated team to enhance customer satisfaction, loyalty, and engagement
through effective strategies and initiatives.

The successful candidate will have previous experience in a senior level position in Customer Experience, preferably in Local Government. It would be preferred but not essential for applicants to have a 

  • Minimum of 8-10 years of experience in customer experience management, including senior-level roles.
  • Proven experience in a senior level role with the ability to inspire and guide teams towards customer-centric goals.
  • Strong strategic thinking and the ability to develop and implement customer experience strategies aligned with organisational objectives.
  • Excellent communication and interpersonal skills.

What’s on offer

We are offering an attractive total remuneration package for the right candidate. The City of Canada Bay offers excellent employee benefits which include:  

  • A range of flexible work arrangements including hybrid work from home arrangements
  • 18 weeks paid parental leave
  • A supportive, energetic, and passionate team
  • Significant leave benefits (9-day fortnight, 15 days sick/personal leave, 2 days health and wellbeing leave per year, access to Long Service leave after 5 years)
  • Continuous training, support, and leadership development
  • Health and Wellbeing programs (Yoga classes, Fitness Passport, Flu vaccinations, Head Space, Skin Cancer Checks)
  • And much, much more! 

Want to know more?
Further information regarding the requirements of this role can be found in the attached Position Description here, alternatively for a confidential discussion please contact John Mantzios, Chief Digital & Information Officer on (02) 02 9121 0261 or email

Please click here to learn more about working at City of Canada Bay Council. 

How to apply
Candidates MUST apply online by clicking 'begin' below. Applications close 11:30pm, 18th February 2024 and will not be accepted through any other medium. Please provide a cover letter demonstrating why you are the right person for the job.

If you have any accessibility requirements, please feel free to contact April McCarthy on 02 9121 0076 or email to discuss.

The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of Children and Young People and are committed to a Safe Workplace. 

The City of Canada Bay Council is an Equal Employment Opportunity Employer committed to maintaining, growing and supporting a diverse, respectful, collaborative & inclusive workplace. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTIQA+, people with disabilities, women, and other diversity groups. 

The successful applicant for this role will be required to be fully vaccinated for COVID-19 or provide evidence of an approved medical contraindication form. It is the responsibility of the applicant to ensure they are able to meet all requirements in line with Councils COVID Safe Workplace Policy & Procedure (once adopted), WHS requirements and prevailing NSW Public Health Orders. 

 “Formal offers of employment are subject to standard Council pre-employment checks including medical and other background checks”.

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