Manager Customer Data and Insights

**Vacancy Details**:

- Position:

- Organisation Unit:

- Location:

- Tenure:

- Closing:

- Synopsis:
- Make a difference to customer experience in the City of Melbourne,
- Classification 7 - $140,947 - $158,633
- Lead a high performing team of 6 across the Voice of Customer and Complaints programs

**About City of Melbourne**

Situated on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-Wurrung peoples of the Kulin nation, Melbourne has long been considered one of the world's most liveable and prosperous cities and a thriving, successful example of multiculturalism and diversity. At the heart of the this is the City of Melbourne, a proud organisation positioned to excel as a leading capital city by delivering what matters most to those who work, live, study, visit and invest here.

We are the City of Melbourne, a place to be** bold and inspirational.**

**About the role**

We are seeking an experienced Manager, Customer Data and Insights to lead our Voice of Customer program and complaints functions. In this key role, you lead the team responsible for designing, developing, and implementing a comprehensive customer experience measurement strategy. This includes both qualitative and quantitative research, analysing customer feedback, and generating actionable insights that drive service redesign and continuous improvement across the organisation. You will also lead our complaints function, providing high level advice across the organisation on best-practice complaints handling and managing complex customer behaviour, and improving customer outcomes and resolutions.

**Your responsibilities will include**
- Design, manage, and evaluate the Voice of Customer program, ensuring alignment with best practices.
- Lead customer metrics and analysis, offering strategic advice to the ELT and key stakeholders.
- Ensure complaint handling adheres to policy and Ombudsman guidelines, monitoring and recommending improvements.
- Develop and review policies for best practices in customer and complaint management, including Managing Complex Customer Behaviour.
- Provide support in complaint resolution, assisting customers and staff with effective solutions.
- Select and implement tools to enhance the Voice of Customer program.
- Create training programs to educate staff on best practices in complaint management and customer experience.
- Collaborate on cross-branch initiatives, supporting team members to achieve project goals.
- Lead additional projects as directed by the Director, ensuring organisational alignment.
- Leading, guiding and managing the team to foster a performance based culture and drive accountability and excellence in outcomes through coaching, mentoring and empowering team members and direct reports to develop and perform at a high level, and as an effective team.

**What you will bring to the role**
- Tertiary qualifications in Business, Data or a related discipline or equivalent relevant experience
- Demonstrated significant experience in managing similar Voice of Customer functions
- Demonstrated experience in data analysis, data visualisation and reporting including a thorough understanding of CRM systems
- Highly developed analytical, research and problem solving skills
- Excellent relationship building and stakeholder management skills with the ability to deal with a diverse range of stakeholders
- Well-developed written, facilitation, communication and storytelling skills
- Experience in effective planning, prioritisation and delivery of multiple concurrent project related work activities
- Proven skills and experience in business improvement and ability to collaborate with key partners to design, gain approval for and implement change.

**Desirable**
- Demonstrated experience in complex case and complaint management
- Experience in CRM and visualisation software such as Salesforce and Power BI and leading Voice of Customer platforms.
- Experience and/or understanding of human centred design and Agile methodology

**How to apply**
- Attach your resume

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