Voice of Customer Specialist — Insight & Service Design

Mornington Peninsula Shire; Mornington; Hybrid; AUD 100,000 - 108,000; Full time

Benefits offered by this job

Hybrid working model

Permanent full-time role

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

Job summary

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.

Responsibilities

• 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.

Skills

Customer experience

Service improvement

Insights analytics

Research

Project coordination

Education

Relevant qualifications

Job description

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.