Inner West Council (IWC) is among Sydney’s larger local metropolitan local government councils looking after a community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable, and diverse suburbs. As we continue to deliver quality, innovative, and inclusive programs and services, we invite you to join in on our journey towards becoming the best council for our community.

The community is at the heart of IWC, and our values of Integrity, Respect, Innovation, Compassion and Collaboration are at the centre of everything that we do.

We offer flexible career life balance with hours that allow you to relax and recharge. We offer a variety of flexible work arrangement options (e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance.

Permanent employees benefit from our great value gym membership from $18.65/week giving access to a vast network of gyms in Sydney.

About the role

The Senior Manager Customer Experience is responsible for leading Council’s Customer Experience service unit to deliver responsive, accessible and customer-centred services across Council’s customer channels; driving a customer-centric culture across the organisation and ensuring decisions are based on real customer insights; and resolving complaints, turning them into
organizational learning and improvement.

The role oversees customer service delivery, the customer experience strategy, customer insights, and customer feedback resolution through expert leadership and team coordination.

Please read the Position Description to familiarise yourself with all the requirements and conditions of the role.

Total Remuneration Package

$255,650 p.a. - $271,298 p.a. (This is inclusive of superannuation (SCG) contribution - currently 12% and access to Council's Motor Vehicle Leaseback Scheme.)

Some of the required skills, experience and qualifications

Relevant tertiary qualifications in business, customer experience, public administration or a related discipline, or equivalent senior leadership experience.

Extensive experience leading and developing large high performing teams in a complex, high-volume and customer-focused organization.

Demonstrated ability to develop and implement customer experience strategies, service standards, and customer-centred improvement initiatives, with the capacity to manage multiple priorities, operational pressures and competing deadlines in a high-demand customer service environment.

Strong knowledge of voice of the customer and customer journey mapping principles with strong facilitation, stakeholder engagement and influencing skills, including the ability to drive customer-centric culture change across an organisation.

Enquiries

Sharon Bowman, Director Corporate on 9392 5700

Closing Date

Sunday 20 September 2026, 11:30PM

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How to Apply

We recommend you read the Position Description for the role to make sure your application addresses the requirements of the position. Council is an equal opportunity employer and welcomes all applicants. Please advise us within the application if you need support, reasonable adjustments to participate successfully in the recruitment process.

Eligibility for employment/Pre employment Checks

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks as required for the position. This may include police records checks, certified copies of relevant qualifications, Driver’s Licence and proof of work rights in Australia (please refer to the Position Description for the specific qualifications/requirements for the role). Copies of any sighted documents will be kept by IWC for its records as proof of verification.

For more information about work rights in Australia please visit the Department of Home Affairs website.

Inner West Council is proud to be an inclusive and equitable employer

We welcome applicants from all backgrounds and experiences and are committed to reflecting the diversity of our community. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people with disability, culturally and linguistically diverse communities, LGBTQ+ people, veterans, young people, and mature age workers.

This commitment to diversity and inclusion is one of the many reasons we were named the 2023 AR Bluett Award Winner as the most progressive council in NSW. We’re also proud recipients of the 2023 Australian Business Awards Employer of Choice and the 2025 NSW Local Government Excellence Award for Organisational Diversity and Inclusion.

Reasonable Adjustment Assistance

IWC are intent on respecting the rights and improving opportunities for people with disability. Should you require adjustments or support for your application and throughout the recruitment process and beyond, please Click here for more information on reasonable adjustments

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