Customer Experience Specialist

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

Benefits offered by this job

Accrued days off

Parental leave 18 weeks

Parental leave 5 weeks

Salary sacrifice for childcare

Temporary roles across teams

Support for further study

Knox Leisureworks 50% discount

Employee Assistance Program

Job summary

Knox City Council is seeking a Customer Experience Specialist to turn data into actionable insights that improve customer experiences and service outcomes for the community.

You will lead data collection and analysis, translate findings into practical recommendations, and collaborate with various council areas to embed customer-centric decision making across the organisation.

Qualifications

• Bachelor-level or higher qualification in a related discipline with demonstrated experience in customer experience, research, data analysis or a similar field.
• Strong analytical and investigative skills to interpret multiple data sources and translate findings into actionable insights.
• High-level proficiency in data analysis and visualisation tools, including spreadsheets, databases, SQL and dashboards.
• Excellent written and verbal communication skills to present complex information clearly and influence stakeholders.
• Experience planning and facilitating workshops, interviews and other customer research activities.
• Strong stakeholder engagement and collaboration skills to drive continuous improvement.

Responsibilities

• Lead collection, analysis and interpretation of customer experience data to inform service improvements.
• Transform insights into actionable recommendations and actions that enhance council services.
• Develop customer experience frameworks and data stories to support organisational performance.
• Deliver dashboards and reporting to monitor and drive service excellence.

Skills

Analytical thinking

Data storytelling

Data visualization

SQL

Dashboards

Communication

Workshop facilitation

Education

Tertiary qualification in related discipline

Tools

SQL

Excel

Power BI

Job description

Are you passionate about turning data into meaningful insights that improve customer experiences and drive better service outcomes for our community? Knox City Council is seeking a dynamic, strategic and insight-driven Customer Experience Specialist to play a key role in shaping how we understand and respond to the evolving needs of our customers and community.

Reporting to the Head of Customer and Service Improvement, you will lead the collection, analysis and interpretation of customer experience data, transforming insights into actionable recommendations and actions that improve service delivery across Council. You will work closely with business areas to understand customer journeys, identify improvement opportunities, and embed customer-focused decision-making practices throughout the organisation.

This role offers the opportunity to influence strategic outcomes by developing customer experience frameworks, facilitating workshops, creating compelling data stories, and delivering insightful dashboards and reporting that support organisational performance and service excellence.

To succeed, you will bring strong analytical and problem-solving skills, experience working with data visualisation and reporting tools, and the ability to communicate complex information in clear and engaging ways. Experience in customer insights, service design, business improvement, research, analytics or performance reporting will be highly regarded.

At Knox, you'll join a collaborative and innovative organisation committed to making a genuine difference for our community. If you enjoy uncovering insights, influencing change, and helping organisations deliver exceptional customer experiences, we'd love to hear from you.

This is a full time permanent role based at Knox Civic Centre in Wantirna South. We support flexible working arrangements while ensuring operational needs of the role are met.

This is a Band 7 classified role. Remuneration will be $115,162.08 to $129,157.23 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

What you will bring to this role

The key selection criteria for this role are:

• Relevant tertiary qualification in a related discipline, with demonstrated experience in customer experience, research, data analysis or a similar field.
• 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, with the ability to present complex information in clear, engaging and accessible ways to influence stakeholders and support evidence-based decision-making.
• Demonstrated experience in planning and facilitating workshops, interviews and other customer research and data-gathering activities.
• Strong stakeholder engagement and collaboration skills, with the ability to identify improvement opportunities, develop practical recommendations and drive continuous improvement across an organisation.

Why work at Knox

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community.As an employee of Knox, you can enjoy:

• Accrued or rostered days off available for full-time roles, depending on operational requirements
• Broad range of leave options including 18 weeks' primary and 5 weeks' secondary parental leave
• Salary sacrifice option for Council-owned childcare fees
• Opportunities to take on temporary roles or work in different teams to build skills and support career growth
• Support towards further study
• 50% off Knox Leisureworks memberships
• Employee Assistance Program (EAP) for support in managing personal and work-related challenges.

To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox

Inherent requirements

• Office Based role(s) - Inherent Requirements Table .DOCX

Our commitments

Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.

For further information on this role please contact Craig King, Head of Customer and Service Improvement, at **********@knox.vic.gov.au

A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.

Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.