National Manager, Voice of the Customer

Ref: 494

  • Senior Executive Service Band 1

  • Large scale business led transformation

  • Delivery of the department’s customer experience strategy

  • Applications close 11:59pm AEST 10 March 2019

Don't miss this exceptional opportunity, please contact Isabella to request your Candidate Information Pack or apply by submitting your CV and Cover letter.

As a Senior Executive in the Chief Citizen Experience Office, you will help define the department’s path forward for customer experience. You will champion the voice of the customer across the department and wider APS to enable the design and delivery of customer-centric products and services.

As National Manager, Voice of the Customer you will:

  • Develop the department’s customer experience measurement system to inform service delivery improvements.

  • Leverage customer measurement and research to identify key trends, issues and opportunities.

  • Contribute to customer focused policy development across government

  • Embed customer research, measurement and insights management capability and understanding across the department.

  • Lead an experienced team of applied user research and behavioural economics practitioners to apply their approaches and findings across the department and wider APS.

  • Provide customer experience thought leadership and advice across the department.

  • Contribute to major behavioural economic initiatives as the key departmental liaison point for the Behavioural Economics Team of the Australian Government (BETA), part of the Department of the Prime Minister and Cabinet.


Strong leadership is critical to your success in this role. The department expects its leaders to:

  • Develop positive relationships across internal and external stakeholders, and collaborate with their peers.

  • Inspire and motivate their teams to be innovative, creative and high performing.

  • Communicate effectively, manage change well, and be flexible and resilient when dealing with change.

  • Develop people for current and future roles.

  • Support a culture of inquiry and safe challenge so that issues can be resolved as they arise.

  • Promote the health and wellbeing of others.


In addition to your outstanding leadership capabilities, to be a contender for this role you will have a proven record of delivering high quality outcomes, achieved through:

  • Extensive experience in the provision of high level, evidence-based advice.

  • The ability to engender respect and trust.

  • An appreciation of the challenges of working in a large, geographically dispersed and complex organisation.

  • Excellent interpersonal skills, sound judgement and stakeholder engagement skills.


The following experience is desirable, not essential:

  • Leading an analytics or customer research function.

  • Leading a customer experience function.

  • Tertiary qualifications.


A merit pool may be established to fill other roles as they become available within the following 12 month period.

The preference is for the role to be based in Canberra, Sydney, Melbourne or Brisbane.


To apply you need to be an Australian citizen.

You will need to pass our pre-employment screening process which includes a police history check, and where relevant, a working with children and vulnerable people check.

You will also need, or have the ability to acquire an Australian Government security clearance, to the appropriate level for the position.  This will be arranged for you, if successful.



Please apply through and not online directly to the Department. If you need further information after viewing the selection documentation, please contact Isabella Villani from Exceed Global on 0407 889 987 or 1300 44 88 88.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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