In this episode of the For Love and Money podcast, In this episode, Carolyn Butler-Madden speaks with Patricia Occelli, Director of Community and Customer Experience at Woollahra Council. Patricia shares the story of how doing the work to create a unifying purpose transformed the Council’s vision, culture, and strategic direction. What began as a challenge to create a meaningful customer experience strategy evolved into a whole-of-organisation transformation—fuelled by purpose and a deep commitment to community. Patricia reflects on the pivotal moments, the leadership challenges, and the lasting cultural shifts that followed. This is Part 1 of a two-part series on Woollahra Council’s purpose-led transformation. Part 2 features General Manager, Craig Swift McNair, sharing his perspective on the transformation process.

How a unifying purpose can drive whole-of-organisation transformation

Why purpose is essential in local government and public service

How to bridge silos and shift culture with a shared North Star

The difference between customer service and customer experience

What it takes to embed values that guide everyday behaviour

How the council has seen results in both internal culture and community engagement

The transformational impact of a unifying purpose

Bridging organisational silos with a shared North Star

Driving cultural change in complex public environments

The role of language, values, and tone of voice in public service

Why brand archetypes matter for councils and community connection

How purpose-aligned strategy drives both internal and external outcomes

Stay tuned for Part 2, Episode 82, where Carolyn speaks with Craig Swift-McNair, Woollahra Council’s General Manager, to further explore the leadership behind this transformation.

Patricia Occelli is the Director of Community and Customer Experience at Woollahra Council, leading customer experience, communications, community engagement, cultural and arts initiatives, and Woollahra Libraries. With over 35 years of leadership in the human services sector, Patricia has driven transformation across local and state government and the for-purpose sector. She is passionate about social justice and delivering high-quality services that make a real difference in people’s lives. Her expertise spans service integration, cultural reform, customer-centric design, and staff engagement. She has successfully led ICT transformations, governance frameworks, and operational efficiencies—all while fostering empowered employees and engaged communities. A strategic leader, Patricia is committed to shaping innovative, sustainable, and impactful services.

Woollahra Council Vision, Mission & Values: Woollahra Council Website

Connect with Patricia Occelli on Linkedin

Carolyn Butler-Madden: LinkedIn | The Cause Effect

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