Coordinator Digital Transformation & Customer Experience

About the role

A local council in Melbourne's South West is looking for an experienced Coordinator Digital Transformation & Customer Experience on an initial 3-month contract. The role drives digital transformation, improves customer experience and leads a team delivering innovative, customer-focused services, working across digital services, customer experience and transformation initiatives. It involves overseeing digital platforms and exploring emerging technologies, including AI.

Key responsibilities

• Lead digital transformation and customer experience initiatives so services are efficient, accessible and customer-focused.
• Oversee digital platforms, including the council website, enterprise systems and emerging AI capabilities.
• Identify ways to improve service delivery through technology, automation and continuous improvement.
• Lead and develop a high-performing team, giving guidance, coaching and support.
• Drive project planning, prioritisation and delivery to achieve key organisational outcomes.
• Build strong relationships with internal and external stakeholders.

Required profile

• Substantial experience leading digital transformation, customer experience or digital service delivery functions.
• Proven experience building and leading high-performing teams.
• Strong understanding of customer experience principles and customer-centred service delivery.
• Demonstrated project management skills and ability to oversee complex initiatives.
• Excellent communication, stakeholder engagement and leadership skills.
• Local government or public sector experience highly regarded.

Required skills

• Understanding of contemporary service delivery technologies, including AI, websites and digital platforms.
• Ability to identify, diagnose and resolve complex problems.

What we offer

• The chance to lead meaningful digital transformation initiatives.
• Work within a local government environment in Melbourne's west.

Only shortlisted candidates will be contacted.