First listed on: 15 May 2023

Customer Experience (CX) Service Design Lead


City of Stonnington is a child safe and equal opportunity employer committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. We actively encourage applicants from an Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQ+ and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Stonnington. If you have any support or access requirements, or would like to speak to someone about employment or an alternative processes, please contact Council’s Talent Acquisition team on 8290 1333.

We are building a safe and inclusive culture where our people are empowered to deliver their best work.  Embracing innovation and change, we continually deliver richer and higher quality services to a vibrant, diverse and iconic municipality. We are passionate and energetic, working as one team to build a healthy, prosperous and sustainable community. Progress is important to us, and we and make it a priority to invest in our people’s wellbeing, growth and development.

Please view the below documents for this position:

Job Description

As a key member of the Customer Experience team, you will take a lead role in collaboratively developing service design improvements across the organisation.

Your experience in Service Design to help improve the way in which we deliver essential services to our customers throughout the municipality. A strong foundation in human centred design and an understanding of lean methodologies, along with project management skills, will help you to make a real contribution to transforming service delivery for our customers.

This is a full time position for 2 years, with an annual salary range of $107,195.22 to $114,908.59  per annum + 10% superannuation and a monthly day off arrangement. 

Desired Skills and Experience

You will need to thrive: 

  • Skills and experience in customer experience improvement
  • Ability to apply service design tools and methodologies to identify customer painpoints
  • Experience working with staff across a business to identify, ideate and deliver customer experience improvements
  • Facilitation skills
  • Ability to work collaboratively and understand the needs of both the customer and the business
  • Knowledge of Human Centred Design and Service Design methodologies

Why join our team:

  • Ability to work with staff across the organisation to identify and realise customer experience improvements for our community
  • Working with a diverse and close-knit team of continuous improvement, change, voice of customer and UX specialists
  • Additional monthly day off
  • Flexible and supportive work environment, with a fun team


For enquiries relating to the role, please contact Fiona Symmons on

For enquiries relating to the system and the application process, please contact a member of the Talent Acquisition team on 8290 1333. 

Submitting your application 

Please use your cover letter to demonstrate to us that you have what is needed to ‘thrive’ (as noted in the Success Profile) and to tell us more about you and why you want to want to work for us. 

To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

COVID-19 Vaccination Requirement

In line with the Chief Health Officers COVID-19 Mandatory Vaccination Direction, all persons engaged at City of Stonnington, regardless of their role, will be required to be fully vaccinated for COVID-19. Successful candidates will be required to provide acceptable evidence of their vaccination status.

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