Voice of Customer Specialist

Mornington Peninsula Shire; Mornington; Hybride; AUD 100 000 - 108 000; Plein temps

Avantages offerts par ce poste

Hybrid working model

Permanent full-time role

Salary band $99,732–$108,263 per annum

Résumé du poste

Mornington Peninsula Shire in Victoria is seeking a seasoned Customer Experience professional to lead and continually improve the Council’s Voice of Customer program. You will analyse feedback and service data, develop reports, and present insights to support evidence-based decisions.

You will collaborate with diverse stakeholders to embed insights into service design and drive continuous improvement in a hybrid, permanent full-time role.

Qualifications

• Relevant qualifications or experience in customer experience, service improvement, insights or analytics.
• Strong ability to analyse customer feedback and service data to drive measurable outcomes.
• Excellent written and verbal communication skills with the ability to present insights to diverse audiences.

Responsabilités

• Lead and continuously improve Council’s Voice of Customer program.
• Analyse customer feedback, service data and trends to identify insights and opportunities.
• Develop reports and recommendations to support evidence-based decision making.
• Partner with stakeholders to embed customer insights into service design and improvement initiatives.
• Maintaina governance, reporting and action tracking processes.

Connaissances

Customer experience

Service improvement

Insights analytics

Research

Project coordination

Formation

Relevant qualifications

Description du poste

Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.

The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1,000 employees, it is a busy and vibrant workplace.

What’s on Offer:

• Work Life Balance –We offer a hybrid working model, flexible working arrangements and generous leave provisions.
• Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence.
• Security– Permanent full-time role, rotating between our Rosebud, Mornington & Hastings Offices. Band 6 - $99,732 - $108,263 per annum (excl. super).
• Leadership – Contribute to the strategic outcomes delivered by Mornington Peninsula Shire with an organisation who focuses on our people and the community.

About the Role:

Reporting to the Head of Customer Experience the core responsibilities include:

• Lead and continuously improve Council’s Voice of Customer program.
• Analyse customer feedback, service data and trends to identify insights and opportunities.
• Develop reports and recommendations that support evidence-based decision making.
• Partner with stakeholders to embed customer insights into service design and improvement initiatives.
• Maintaingovernance,reportingand action tracking processes.

About You

• Relevant qualifications and/or experience in customer experience, service improvement, insights, analytics, research, projectcoordinationor a related discipline.
• Strong ability to analyse customer feedback and service data to drive measurable outcomes.
• Excellent written and verbal communication skills with the ability to present insights to diverse audiences.
• Proven experience building collaborative relationships and coordinating initiatives across teams.
• Passion for customer-centred service delivery,innovationand continuous improvement.

The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups.

Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and Nationally Coordinated Criminal History Check (NCCHC).

Applicants must have valid Australian work rights.

For a confidential discussion about this opportunity, please contact: Lachlan MacDonald, Head of Customer Experience on 0431 868 *** or via email on: ***************@mornpen.vic.gov.au

Applications Close: 5pm,Friday 16 October 2026.

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