- Lead enterprise-wide customer experience strategy and operations
- Champion the voice of the customer across GMCT
- Shape accessible, compassionate and consistent experiences for the community
Greater Metropolitan Cemeteries Trust (GMCT) is a community-led, not-for-profit organisation providing cemetery, cremation and memorialisation services to diverse communities across metropolitan Melbourne. Operating across three regions, GMCT plays an important role in supporting people and families through some of the most significant and sensitive moments in their lives.
GMCT’s services extend beyond the immediate needs of families and communities, with an important role in community connection, education, remembrance and the stewardship of significant public spaces. This creates a complex customer environment, where expectations around accessibility, responsiveness, cultural understanding and compassion continue to evolve.
With a strong focus on community, service and continuous improvement, GMCT is progressing an ambitious customer agenda. The organisation is seeking an experienced customer leader to translate this ambition into an enterprise-wide approach that strengthens how GMCT serves its customers and communities and advances the organisation's customer experience maturity.
The General Manager Customer Experience will provide strategic leadership for GMCT’s customer experience agenda, establishing a clear and consistent approach across the organisation. This includes developing and implementing phase 2 of the enterprise-wide customer experience strategy and related improvement roadmap, aligned with GMCT’s brand experience principles and the evolving needs of the communities served. With operational leadership of the Contact Centre and Customer Administrative functions, the role will also bring contemporary customer service and contact centre best practice to improve service performance, customer satisfaction and operational efficiency, while ensuring consistent delivery in line with organisational standards.
Championing the voice of the customer, you will bring together customer feedback, data, research and community insights to build a deeper understanding of customer needs and translate these insights into organisational priorities. You will influence strategy, policy, service design and investment decisions, ensuring the customer perspective is represented in the decisions that shape GMCT’s future.
Working across the customer lifecycle, you will identify opportunities to improve key journeys, strengthen engagement and education and create more accessible, responsive, consistent and compassionate experiences. Importantly, this role is not solely responsible for customer experience. You will build capability and ownership across GMCT, working with leaders and teams to embed customer-centred thinking into the way services are designed and delivered.
You will also establish meaningful measures of customer experience and use insights to identify priorities, track progress and demonstrate the impact of improvement initiatives. Success will ultimately be reflected in both stronger customer outcomes.
You will be an accomplished senior customer experience leader with a strong mix of strategic and operational experience, including proven experience leading Contact Centre operations. You will have experience developing and embedding customer experience strategies and delivering significant service improvement or transformation programs within a complex, multi-site or service-based organisation. You will understand how to translate customer strategy and insight into practical service improvements that deliver measurable outcomes.
You will bring strong capability in customer journey design, customer and community insights, service improvement and Contact Centre optimisation, with experience using data, feedback and performance measures to identify opportunities and inform priorities. You will be comfortable balancing customer outcomes with service performance and operational efficiency, and improving customer journeys that span multiple teams, channels and touchpoints.
An influential and collaborative leader, you will be comfortable working across organisational boundaries and engaging executives, operational leaders, employees and communities. You will be able to build alignment around a customer agenda without relying solely on positional authority and will bring the credibility to influence strategic and investment decisions at a senior level.
Above all, you will bring the empathy, judgement and maturity required to lead customer experience in an environment where interactions can be highly personal, emotional and culturally significant. You will understand that exceptional customer experience at GMCT requires both operational excellence and genuine compassion.
This is an opportunity to shape an organisation-wide customer experience agenda, influence the future design of services and make a meaningful difference to the experiences of Victorian communities.
To view the Success Profile for this opportunity, please copy and paste the following link into your browser: https://tinyurl.com/yc4pn4d9
To apply, please click ‘apply now’ and upload your CV and Cover Letter. For any questions not outlined in the PD and for a confidential discussion, please contact Kate Chase on 0412 254 802/ Kate.Chase@davidsonwp.com or Danielle Walker on 0402 278 870/ Danielle.Walker@davidsonwp.com
Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
Applications close on COB Wednesday 4th November 2026.
