Customer Research and Insights Lead

4 weeks ago

Melbourne, Victoria, Australia City of Boroondara Full time
Overview

Customer Research and Insights Lead at City of Boroondara. You will lead a small team and deliver actionable insights to inform service design, business planning and organisational performance. A key focus is evolving and delivering the Voice of Customer roadmap, ensuring insights are embedded into Council decision‑making and inclusive of our diverse community.

Responsibilities
  • Deliver the customer insights roadmap and oversee end-to-end research projects across the organisation, coordinating requests from multiple departments and collating data from multiple sources to inform future initiatives.
  • Lead a small team and oversee the delivery of actionable insights to support service design, business planning and organisational performance.
  • Turn complex customer research findings into insights that are easy to understand and actionable, translating strategic business questions into research plans.
Qualifications / Experience
  • Substantial experience in customer research with ability to turn findings into actionable insights.
  • Ability to transform strategic questions into research plans and deliverables for decision making and service improvement.
Employment Details
  • Ongoing Part Time role – 0.8 FTE
  • Salary: $114,259 – $127,587 pro rata (excl Super)
  • Applications via online portal by 5pm Friday 5 September 2025; no applications direct to the hiring manager or from recruitment agencies will be considered.
  • Right to work in Australia; National Police Record Check may be required.
How to Apply

Please submit your application online via the Apply button. All applications must be made via the online portal by the deadline above.


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