Customer Experience Insights Lead

Council Jobs; Melbourne; On-site; AUD 115,000 - 129,000; Full time

Benefits offered by this job

Accrued/rostered days off

Parental leave 18 weeks (primary)

Parental leave 5 weeks (secondary)

Childcare salary sacrifice

Career growth opportunities

Knox Leisureworks discount

Employee Assistance Program

Job summary

Knox City Council seeks a Customer Experience Specialist to lead data collection, analysis and interpretation to drive customer-focused improvements across the organisation. You will translate insights into actionable recommendations and embed customer-focused decision-making.

The role reports to the Head of Customer and Service Improvement and involves developing dashboards, running workshops, and delivering reporting that supports service excellence.

Qualifications

• Relevant tertiary qualification in a related discipline.
• Strong analytical and investigative skills with the ability to interpret multiple data sources and translate findings into actionable insights that improve customer experience and service delivery.
• High-level proficiency in data analysis and visualisation tools, including spreadsheets, databases, SQL and dashboards.
• Excellent written and verbal communication skills to influence stakeholders and support evidence-based decision-making.
• Demonstrated experience planning and facilitating workshops, interviews and other customer research activities.

Responsibilities

• Lead the collection, analysis and interpretation of customer experience data.
• Translate insights into actionable recommendations to improve service delivery.
• Develop customer experience frameworks and data stories to support organisational performance.

Skills

Analytical skills

Data analysis

SQL

Dashboards

Communication

Workshop facilitation

Education

Bachelor's degree or equivalent

Tools

Spreadsheets

Databases

Dashboards

Job description

Knox City Council seeks a Customer Experience Specialist to lead data collection, analysis and interpretation to drive customer-focused improvements across the organisation. You will translate insights into actionable recommendations and embed customer-focused decision-making.

The role reports to the Head of Customer and Service Improvement and involves developing dashboards, running workshops, and delivering reporting that supports service excellence.