Digital Transformation Coordinator - CX
Our client based in Werribee is seeking to recruit a strategic leader who can connect customer needs, digital capability and service delivery to create meaningful, measurable improvements. This is an initial short-term contract until the end of February 2027, with potential to extend.
This is an opportunity to influence how Council designs and delivers services, putting the customer’s perspective at the centre of decisions. Leading the Unit, you’ll set clear direction, build capability and turn transformation priorities into practical outcomes.
The opportunity
You’ll provide strategic leadership across customer experience, digital platforms and transformation, ensuring these areas work together to deliver accessible, effective and customer-centred services.
Your priorities will include:
- Embedding outside-in thinking into service redesign, investment priorities and decision-making, particularly within ERP-enabled environments.
- Leading the governance, performance and continuous improvement of Council’s digital platforms.
- Guiding digital transformation initiatives, including automation and AI-enabled services, with appropriate consideration of risk, governance and organisational readiness.
- Using customer feedback, service insights and digital data to identify opportunities and measure outcomes.
- Overseeing the prioritisation and delivery of CX and digital initiatives, maintaining a clear focus on benefits.
- Developing and supporting your team through clear expectations, coaching, constructive feedback and change leadership.
About you
You’re a strategic leader who can translate a customer-centred vision into practical improvements. You build strong relationships across business and technology teams, bring clarity to competing priorities and help people understand both the purpose of change and their role in delivering it.
You’ll bring:
- Experience leading customer experience, digital services or transformation functions in a complex organisation.
- A strong understanding of customer-centred service design and how digital platforms enable better service delivery.
- Experience shaping service improvements within ERP-enabled environments.
- Sound judgement across digital governance, investment prioritisation, risk and performance.
- The ability to use data and insights to guide decisions and demonstrate benefits.
- A collaborative leadership style, with a track record of developing teams and supporting people through change.
Experience within local government or a similarly complex, community-focused environment would be valuable.
Why this role?
You’ll have the opportunity to influence services that matter to the community, connect digital investment with customer needs and lead a team focused on making services work better.
Interested?
Apply with your CV, or contact Jamie Edmundson on jamie@frazertremble.com.au for a confidential conversation.
