Customer Insights Journey Specialist

4 weeks ago

Fremantle, Australia University of Notre Dame Australia Full time

Customer Insights Journey Specialist, IT Office- ND Engage, Sydney (Broadway) or Fremantle (WA) Campus. Full-time opportunity, Fixed term contract (2 years)

- Friendly and collaborative environment
- Rewarding opportunity
- Competitive Salary + 14.50% Superannuation

About the university

The University of Notre Dame Australia is a private Catholic University with over 1,000 permanent staff providing an exceptional educational experience to over 12,000 students across our Fremantle, Broome, and Sydney campuses.

About the office

The Information Technology Office plays an integral role in the success of the University ensuring the national provision of technology solutions that enable Learning & Teaching, Research and Administration across our University.

About the role

As the Customer Insights Journey Specialist, you will play a key role in designing and optimising multi-channel engagement journeys using Microsoft Dynamics 365. You will lead cross-functional workshops and collaborate with marketing, recruitment, student support, and academic teams to co-design data-informed strategies.

Key Responsibilities

- Customer Journey Mapping: Engage with business units to review and analyse existing multi-channel customer journeys across email, SMS, web, social, and events.
- Journey Blueprint Design: Translate business requirements into Microsoft Customer Insights journey blueprints using real-time and outbound journey orchestration.
- Journey Configuration & Deployment: Build, configure, and launch customer journeys within Microsoft Customer Insights, ensuring alignment with marketing goals and compliance standards.
- Segmentation & Targeting: Create dynamic and static customer segments using demographic, behavioural, and transactional data.
- Form & Power Pages Development: Design and implement forms, landing pages, and Power Pages to support lead capture, event registration, and customer feedback. HTML/CSS & Basic JavaScript.
- Campaign Management: Assist in the setup, execution, and optimisation of marketing campaigns within Microsoft Customer Insights, including A/B testing and automation.
- Performance Monitoring & Reporting: Track journey performance metrics, generate insights, and provide regular or self-serve reports to stakeholders using built-in analytics and Power BI.
- Best Practice Advisory: Provide guidance on multi-channel marketing best practices, compliance, and customer engagement strategies.
- Social Media Integration: Support the integration and management of social media channels within Microsoft Customer Insights, including social listening and engagement tracking.
- Continuous Improvement: Stay current with Microsoft Customer Insights updates and industry trends to continuously improve journey design and customer experience.

Qualifications, skills & experience

- Postgraduate qualifications or extensive experience in designing and enhancing customer journeys across complex service environments.
- Certification or hands-on experience with Microsoft Dynamics 365 Customer Insights (Data and Journeys), with expertise in journey orchestration, segmentation, paid campaign set up, management and performance tracking/reporting.
- Proven ability to manage campaigns and cross-functional initiatives in fast-paced environments, delivering impactful outcomes.
- Strong analytical skills with the ability to build dashboards in Customer Insights and Power BI, interpret data, generate insights, and present back to business.
- Proficiency in Microsoft Power Platform (Power Pages, Power Automate, Power BI), Dataverse, and Azure Logic Apps, with the ability to build automated workflows and system integrations.
- Experience working within the higher education sector is desirable.

Benefits

- Fast paced environment with opportunity for professional growth
- Generous training and development opportunities
- Friendly and collaborative working environment

Please apply online with a resume and cover letter outlining your suitability for the role. Applications closing date: 12 October 2025

Applicants are expected to have current and valid work rights in Australia. Aboriginal and Torres Strait Islander people are encouraged to apply.

The University of Notre Dame Australia seeks to increase the diversity of our workforce to better meet the different needs of the University and its stakeholders and to improve equal opportunity outcomes for our staff.

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