Deliver and facilitate continuous improvement on a departmental and corporate level, embedding people at the very centre of service design and delivery.
The Brief
In November 2024, a local council engaged Future Leadership to assist in the recruitment of their next Manager Customer Experience and Corporate Performance.
Recognising that customer experience and community satisfaction reflects Council performance, this role seeks to deliver and facilitate continuous improvement on a departmental and corporate level, embedding people at the very centre of service design and delivery.
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 established a partnership with the General Manager Customer & Corporate Support, and they clearly outlined the required competencies and attributes of the ideal candidate.
Following the detailed briefing our team planned a confidential search strategy, which took place over the Christmas period, and focussed on targeting high calibre candidates from large complex organisations including local government, and other complex customer centric organisations like utilities.
With over 150 applications received, Future Leadership presented five candidates, including one internal candidate, for consideration. The candidates had experience across local government, utilities and not for profit sectors.
The Outcome
The successful candidate commenced their role in February 2025. The candidate brings a wealth of experience to the Council, having held a similar roles at other local council’s.
The successful candidate has exceptional strengths in service improvement and corporate performance, coupled with a passion to deliver an exceptional customer experience for residents. This made them a standout candidate for this role.
