Manager Customer Data

2 weeks ago


Melbourne, Victoria, Australia Melbourne Water Full time

Job Number:

Work type:

  • Permanent Full Time

Location:

  • Melbourne
  • Docklands

Categories:

  • Management

Our Organisation:

At Melbourne Water, we love water and love life. What we do makes a vital contribution to Melbourne's famous lifestyle.

We achieve this by supplying high quality drinking water, providing outstanding sewerage services, integrating drainage systems, building resilience to flooding and by enhancing our waterway and land for greater community use.

At Melbourne Water, we are in the 'Decade that Matters' and we've got some ambitious goals to achieve. It's a pride we share in helping to make greater Melbourne a fantastic place to live.

The Role:


The Manager Customer Data & Insights will be accountable to the Head of Customer Focus for managing a strategic program of customer insights, data and analytics, and setting the framework that underpins our customer data and insights to drive improvement in our services and customer experiences.


This will be achieved through:

  • Effectively managing the delivery of the Customer Insights program of which CSAT and Reputation are key organisational metrics.
  • CSAT and insights reporting including to Board/LT reporting and PREMO benchmarking.
  • Working with the business and our customers to identify improvement opportunities using insights and data, and work across the Customer Focus Team to identify actions to improve those experiences.
  • Developing strong industry networks and collaborating to understand shared pain points and insights as well as identifying areas for partnership and efficiencies.

Your Skills and Experience:

To be successful in this role, you will have:

  • Strong leadership and extensive experience in senior management roles.
  • A highlevel of communication, relationship management, negotiation and influencing skills.
  • Previous experience in strategy and managing programs that drive organisational wide improvement using data and insights.
  • Experience in working on transformation and change programs of work with a focus on customer centricity.


We are looking for a passionate people manager (you will be managing a team of three dedicated customer insights and data specialists) with a strategic mindset.

Experience in change management would be advantageous.

You are an Agent of Culture and you inspire through role modelling of values, mindsets and habits to bring to life our desired culture.

For more information, please see the attached Role Mandate.

Culture at Melbourne Water:

We take enormous pride in cultivating a culture that holistically benefits our team and the wider Melbourne community. The pillars of our culture are based on Flexibility, Impact, Growth & Development, and People.

  • We are committed to flexible working in a variety of manners including hybrid work, varied start/finish times, purchased leave, parttime work, and 9day fortnights. We understand that Melbourne Water and our customers are benefitted by enabling balance in work and life.
  • Make an impact as part of a passionate team doing meaningful work to enhance life and livability in Melbourne.
  • We relish learning and challenging the status quo for continuous growth. Perpetual and varied opportunities for learning and development are offered in a variety of manners from formal development programs, digital learning content and lunch & learns; to visiting our sites and getting to see our initiatives and projects firsthand.
  • People are the foundation for all that we do. Our people are warm, welcoming, and inclusive.
How to apply

Closing date: 20th April at 11:55pm AEST

Advertised:

06 Apr 2023 AUS Eastern Standard Time

Closing:

20 Apr :55 PM AUS Eastern Standard Time
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