Manager Customer Experience & Service Improvement in Sydney

Mornington Peninsula Shire is Victoria's premier destination municipality, celebrated for its vibrant townships, thriving agriculture, world‐class landscapes, iconic tourist regions, and internationally significant conservation areas within a vital Green Wedge. As the state's fifth largest Local Government Area, the Shire delivers more than 100 essential services to a diverse and growing community of 170,000 residents. These services encompass infrastructure, community wellbeing, environmental stewardship, and cultural initiatives, all supporting prosperity and livability across the region.

Home to one of Australia's most dynamic tourism industries, the Mornington Peninsula attracts over 8 million visitors each year, generates $9.5 billion in economic output and sustains more than 62,000 jobs, underpinning its role as a cornerstone of Victoria's visitor economy. To ensure it continues to meet the needs of its community and capitalise on future opportunities, the Shire is embarking on a new organisational structure designed to modernise service delivery, strengthen leadership, and enhance collaboration across all functions. This is an exciting period of change and renewal, and the Council is seeking candidates who thrive in dynamic environments, bring fresh ideas, and are committed to driving transformation.

Successful leaders will embrace innovation, adaptability, and continuous improvement, ensuring the organisation remains responsive, future‐focused and equipped to deliver outstanding outcomes for its residents, businesses, and visitors.

Responsibilities:

• Lead the Shire's customer experience and service improvement programs.
• Use data and insights to drive strategy and continuous improvement.
• Build strong relationships with Executive, Council and key stakeholders.
• Embed a contemporary service management framework, drive organisation‐wide improvement initiatives and leverage data and insights to inform decision‐making.
• Work closely with leaders and teams across the organisation to strengthen capability, improve systems and processes, and foster a customer‐centred culture that supports efficiency, accountability and high‐quality service delivery.

Qualifications:

• Extensive experience leading Customer Experience functions, with a strong track record in managing multi‐disciplinary teams, delivering improvement initiatives and embedding a culture of continuous improvement across services and processes.
• Excellent communication skills, providing high‐quality advice to Executive and Council, and building strong relationships with key stakeholders while navigating complex political and organisational environments.
• Using data and analytics, identify priorities, inform strategies, and drive sustainable outcomes.
• Apply sound knowledge of legal and regulatory frameworks to ensure compliant, best‐practice service delivery.
• Demonstrate strong problem‐solving skills to manage issues and deliver results with precision.
• Experience in local government or a complex regulatory environment is highly regarded.

To apply, please click 'apply now' and upload your CV and Cover Letter. For any questions not outlined in the PD and for a confidential discussion, please contact Kate Rowe at kate.rowe@davidsonwp.com or Alannah O'Carroll at alannah.ocarroll@davidsonwp.com.

Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.