Senior Performance, KPI & Governance Lead

RACV; Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Discounts on RACV products

Hybrid working

CBD office

Career development & wellbeing

Job summary

RACV in Melbourne is seeking a Senior Performance, KPI & Governance Lead to shape how performance is measured and translated into action across the Corporate & Member Services division. You will own end-to-end KPI and scorecard frameworks and governance processes, enabling data-driven decisions at executive level.

Leading a small specialist team, you will establish reporting standards, partner with Finance, Data & Analytics, and Technology, and drive consistency across multi-channel and

Qualifications

• Seven years’ experience in performance management or analytics, with leading roles.
• Experience designing KPI frameworks in multi-channel environments.
• Strong governance capability and commercial/operational understanding.
• Experience delivering performance reporting to senior/Executive audiences.
• Proven people leadership and stakeholder influence.

Responsibilities

• Design and govern KPI frameworks, scorecards, targets and performance measures.
• Establish trusted reporting and data-quality standards.
• Translate results into clear recommendations for senior leaders.
• Lead governance forums, decision rights and reporting cycles.
• Establish consistent performance measures across assisted service channels including AI-enabled services.
• Collaborate with Finance, Data & Analytics, Workforce Planning, Technology and People & Culture.

Skills

KPI frameworks

Governance

Data analytics

Leadership

Stakeholder mgmt

Senior/lead experience

Cross-functional

Education

Tertiary qualification or equivalent

Tools

Tableau

Snowflake

Salesforce

Genesys Cloud

Job description

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Senior Performance, KPI & Governance Lead

Reference: 35647

RACV

550 Princes Highway Noble Park

30 Oct 2026

• Melbourne, Victoria | RACV Head Office/Noble Park office
• Full time | Hybrid Working
• A Competitive Salary | Discounts on Selected RACV Products

About the opportunity

Join RACV’s Corporate & Member Services division in a senior leadership role shaping how performance is measured, governed and translated into action.

You’ll own the end-to-end KPI and scorecard framework and performance reporting across the division, creating a trusted source of performance information for leaders through to Executive level. This includes establishing consistent measures across operational and AI-enabled service delivery. You’ll also lead a small specialist reporting and insights team and establish the governance rhythm that turns performance data into clear decisions, accountability and measurable outcomes

What you'll do

• Designing and governing KPI frameworks, scorecards, targets and performance measures across the division, ensuring they evolve as service delivery models change
• Establishing trusted performance reporting and data-quality standards
• Translating performance results and complex analysis into clear recommendations for senior leaders
• Leading performance governance forums, decision rights and reporting cycles
• Establish consistent performance measures across assisted service channels, including evolving AI-enabled service delivery
• Partnering with Finance, Data and Analytics , Workforce Planning, Technology and People & Culture to ensure performance measures and reporting are aligned, trusted and actioned.
• Leading and developing two specialist reporting and insights professionals

What you’ll bring

• .At least seven years’ experience across performance management, business analytics, commercial analysis or operational reporting, including three years at senior or lead level
• Demonstrated success designing, establishing or materially rebuilding KPI and performance frameworks in complex, multi-channel environments
• Strong analytical, governance capability, with sound commercial and operational understanding
• Experience delivering performance reporting and insights across departmental, divisional and Executive audiences
• Proven people leadership and the ability to influence and challenge senior stakeholders
• A relevant tertiary qualification or equivalent demonstrated experience

Highly regarded

• Experience in complex assisted service environments, including contact centre performance and evolving AI-enabled services, will be highly regarded, along with familiarity with tools and platforms such as Tableau, Snowflake, Salesforce and Genesys Cloud.

Why RACV?

• Work for a purpose-led organisation that puts members and people first
• Generous discounts across RACV products and Services
• Hybrid working and a vibrant CBD office
• A genuine commitment to your career development, wellbeing and work-life balance
• A values-driven culture (IACT) where you can truly be at your best

The RACV difference

Curious about where this role could take you? Explore endless opportunities a diverse business can provide and growyour career in more ways than one.

Application process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.