Customer Experience and Service Design Lead

Location: Can be based at any Metro or Regional campus, with regular travel across all campus locations| Flexible Working Options Available
Role Type: Full Time, Fixed Term for 2 years
Salary: From $123K plus 12% superannuation

About us
At Bendigo Kangan Institute (BKI), we change lives through the power of education and skills. As a Victorian public TAFE and public sector entity, BKI brings together Bendigo TAFE, Kangan Institute, VETASSESS and eWorks to deliver future-ready skills, training, assessment and lifelong learning opportunities.

As a public sector education entity, BKI operates in a complex, regulated and purpose-led environment, supporting learners, industry and communities across Victoria. This role will help shape the structures, ways of working and workforce foundations needed to deliver our ambitions in a complex, multi-campus public vocational education environment.

The Opportunity

As our Customer Experience and Service Design Lead, you'll lead one of the most significant customer experience transformation initiatives at Bendigo Kangan Institute- the end-to-end service design of a new Salesforce-based Student Support Module.

This flagship project will transform how students are identified, supported and connected throughout their learning journey. Working across business, technology and operational teams, you'll design customer-centred services that enable earlier intervention, stronger case management and more personalised support for students, while creating a consistent approach that can be scaled across the Victorian TAFE network.

Beyond this major transformation, you'll champion human-centred design across the organisation, partnering with leaders to improve services, simplify experiences and embed a customer-first mindset into the way we work.

If you're energised by solving complex problems, influencing strategic decisions and designing services that create meaningful impact, this is your opportunity to leave a lasting legacy.

What You'll Do

• Lead the end-to-end service design of a major Salesforce Student Support transformation, creating a more connected and customer-centred experience for students.
• Design future-state services and customer journeys that improve student outcomes, case management and early intervention.
• Facilitate co-design workshops and collaborate with business, technology and operational teams to deliver practical, scalable solutions.
• Champion human-centred design and customer-centric thinking, building capability and driving service improvement across the organisation.
• Translate customer insights into strategic recommendations that influence decision-making and enhance the overall customer experience.

What You'll Bring

You're a strategic and collaborative service design professional who enjoys solving complex challenges and creating experiences that make a genuine difference. You thrive in environments where you can influence change, bring people together and turn ideas into practical outcomes.

You'll also bring:

• Demonstrated experience leading customer experience, service design or transformation initiatives within complex organisations.
• Expertise in human-centred design, customer journey mapping and co-design, with the ability to engage and influence diverse stakeholders.
• Experience translating business needs into digital solutions, ideally involving Salesforce or other CRM platforms.
• Strong facilitation, communication and relationship-building skills, with confidence working across business, technology and operational teams.
• The ability to turn customer insights and data into practical, scalable solutions that improve services and outcomes.
• A collaborative mindset, strategic thinking and a passion for delivering exceptional customer experiences.

We can offer you:

• Flexible work options and attractive work-life balance
• Free onsite parking at most campuses
• Professional development opportunities
• Fitness Passport access for you and your family
• EAP, health and wellbeing initiatives
• Meaningful work that drives positive social impact
• Career opportunities with one of Australia’s leading vocational education and training providers

The Essential Paperwork:

• Working with Children Clearance (WWCC)
• Current police check
• Certified right to work documentation

Need support with your application?

For accessibility support during the recruitment process, please contact careers@kangan.edu.au.

Click Apply Now and send us your updated resume and cover letter.

Want to know more? Contact careers@kangan.edu.au

Only applications from candidates with valid working rights will be considered. We are a child safe and equal opportunity employer, and the successful candidate will be required to hold a current Working with Children Check clearance.

We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse people, LGBTIQA+ people and people of all ages.

Bendigo Kangan Institute acknowledges that our campuses are located on the ancestral lands of the Djaara people of Dja Dja Wurrung, Wurundjeri Peoples of the Kulin Nations, Yorta Yorta Nations and the Gunaikurnai people. The Institute respects their Elders past, present and emerging, their cultural heritage, and recognises their continuing connection to land, waters and culture.

Applications close: 26th July 2026

Applications will be assessed as they come in – we may start interviews before the closing date.

NOTE: Bendigo Kangan Institute reserves the right to withdraw this position at any time.