Delivering an Executive Search to Strengthen Customer-Centric Leadership for a Local Government Council. This role was critical to advancing the council’s commitment to community satisfaction and continuous improvement, embedding people at the centre of service design and delivery.
The Brief
A Victorian local government council engaged Future Leadership™ to appoint a Manager Customer Experience and Corporate Performance. The council, committed to delivering high-quality services and fostering a connected, inclusive community, was seeking a leader who could embed a culture of continuous improvement and customer-centricity across the organisation.
This appointment aligned with the council’s broader strategic objectives, including enhancing community satisfaction, improving service delivery, and strengthening organisational performance. The role was designed to lead initiatives that support the council’s vision of being future-ready, responsive, and transparent in its operations. The successful candidate would be expected to drive innovation in service design, champion performance reporting, and ensure that community needs are central to decision-making processes.
The recruitment took place during a period of transformation, with the council focused on delivering its Community Vision and Council Plan. These strategic documents emphasise the importance of customer experience, digital innovation, and organisational accountability—making this leadership role a key enabler of long-term success.
Candidate net Promote Score
Future Leadership combines truly personalised relationships with innovative technology solutions to ensure an approachable and efficient process for all our Net Promoter Score across clients, successful candidates and unsuccessful candidates is well above industry standard.
Candidates supported every year
We maintain genuine relationships with past candidates and continue to support them with leadership solutions long term, after they land their role.
Senior Women Appointed since 2002
Over half of the executive search assignments undertaken by our team have resulted in the appointment of outstanding female or LGBTQI+ leaders to high profile roles.
Candidate Retention Rate for 12 months since 2002
Our thorough briefing process and ability to engage passive candidates mean that we go to great lengths to find the right person for the role – long term!
The Process
The Future Leadership team led by Katie Hooker undertook a comprehensive search process tailored to the organisation’s needs. A detailed briefing was held to identify the required competencies and attributes of the ideal candidate. The search strategy focussed on targeting high calibre candidates from large complex organisations including local government and other customer centric organisations.
With over 150 applications received, Future Leadership presented an exceptional shortlist of five candidates, including one internal candidate, for consideration. The shortlisted candidates had experience across local government, utilities and not for profit sectors.
Candidates were assessed through a rigorous evaluation process aligned with council’s strategic priorities with final candidates progressing to second round panel interviews.
The Outcome
The process resulted in the appointment of a senior leader with extensive experience in customer experience, service improvement, and corporate performance across multiple local government settings.
Their appointment is expected to significantly enhance the council’s customer engagement and organisational performance.
“From the very outset, I appreciated your speed and urgency, structure and process, and diligent follow through. The whole thing was very professional indeed, and also importantly, you were lovely to work with!”
