Director - Community & Customer Experience

Woollahra Municipal Council Full Time Permanent 30/03/2021
  • Opportunity to be part of a dynamic Executive Leadership Team under a new General Manager
  • Drive the creation of a culture of excellence at Council
  • Up to a five-year, performance-based contract with an attractive total remuneration package

About the role

Woollahra is an area steeped in natural beauty and heritage appealing to residents, businesses and visitors who enjoy its many parks, waterfront locations and historic buildings. Our community is culturally diverse, creative and well educated, as well as featuring a skilled and varied business community.

Join our Executive Leadership Team as the Director Community & Customer Experience to provide inspirational and innovative leadership across the organisation, with the key focus being to drive the strategic direction of Council, whilst leading staff across the newly established Community and Customer Experience Division, to drive and deliver on key outcomes, corporate priorities and responsibilities.

As the Director Community & Customer Experience, you will be an exceptional, proven people leader with the skills and abilities to influence and deliver a high quality customer experience across a range of functions.

Working with a passionate and dedicated team, you will help create a place where people of all ages and backgrounds have access to a range of lifelong learning opportunities through our library services and cultural and community activities that will see you support local creativity and cultural pursuits, all whilst improving the overall customer experience people will have when dealing with any part of Woollahra Council

The key functions that the Director Community & Customer Experience will be responsible for are:

  • Customer Experience
  • Communications
  • Community Engagement
  • Community Development
  • Cultural Development
  • Library Services

You will lead the transformation of the customer experience by creating strong, strategic partnerships, both internal & external, and you will advocate on behalf of Council and the community, through advanced community engagement practices.

About you

We are looking to engage a professional who has all the skills and attributes necessary to deliver for our community. You can either be someone holding a similar position today or be an experienced aspiring applicant ready to make the next step in your career.

We are seeking a strategic leader open to ideas, with outstanding communication skills and who understands the challenges of delivering an improved customer experience across a range of services within local government.

You will be a high achiever with:

  • Demonstrated experience in leading teams to achieve high performance outcomes with strong coaching skills and the ability to develop team capabilities.
  • Highly developed skills in effectively managing change.
  • Demonstrated senior management experience with a reputation as a strong and accountable leader that consistently drives high performance.
  • Extensive experience in stakeholder and relationship management that assists in delivering successful outcomes.
  • A collaborative team player who can work across the organisation to deliver shared outcomes within a complex business environment.
  • Demonstrated experience in leading organisation-wide customer experience transformation.
  • Extensive demonstrated experience in leading a range of the following functions:
    • Customer Experience
    • Communications
    • Community Engagement
    • Community Development
    • Cultural Development and
    • Library Services
  • Senior level experience in staff management, financial management, policy development and project management.
  • Ability to engage in strategic, innovative thinking, with the skills to be able to identify, develop and implement opportunities for improvement.
  • Highly developed political awareness.
  • Well-developed analytical thinking, creative thinking and problem solving skills.
  • Tertiary qualifications in business, management or a relevant field.
  • Current Working with Children Check.

Desirable Criteria 

  • Relevant postgraduate qualifications.

Please note, employment in this position is subject to a Police Check for criminal history and a current Working with Children Check. 

How to apply

  • Please click here to view the Information Pack, which includes further detailed information about this position.
  • Apply online by clicking the link below.
  • You will be asked to demonstrate how you meet each of the selection criteria. Please click here to view the position requirements.
  • If you have a separate statement addressing the selection criteria, please upload it as a cover letter and simply refer to it in the online questionnaire.
  • You will be able to upload 2 documents only.
  • For information on applying for Council jobs, please refer to
  • For further information about the role, please contact Craig Swift-McNair, General Manager on 02 9391 7013 during business hours

CLOSING DATE: 11.59pm Sunday, 25 April 2021

Woollahra Council is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.  If you have any support or access requirements, we encourage you to advise us at time of application. 


View The Job Description (Position Description - Director Community & Customer Experience1.pdf) ]
Preview The Position Requirements ]
Information Pack ]

Note: Candidates using mobile devices are strongly advised to use a desktop computer to complete the application forms as they require extensive amounts of typing.