Voice of Customer Lead

**Vacancy Details**:

- Position:

- Organisation Unit:

- Location:

- Tenure:

- Closing:

- Synopsis:
- **Permanent Full Time Opportunity**:

- **$118,141 - $132,292 + 12% Super**:

- **Employee Discounts**

**About the role**

The Voice of Customer Lead sits within the Customer Experience & Communications division and offers an exciting opportunity to transform how the City of Melbourne listens, learns and evolves from customer feedback.

Working closely with senior leaders and service teams, the VoC Lead will ensure that real-time customer insights inform service improvements and strategic decisions. You'll lead the rollout of digital listening tools, modernise legacy processes, and drive organisational change through human-centred design principles.

As part of the Customer Experience branch, you’ll collaborate with a highly skilled team specialising in customer insights, analytics, design strategy and service innovation united by a shared mission to improve customer outcomes. This role also oversees complex workstreams spanning procurement, compliance, governance, and delivery ensuring customer feedback consistently shapes the way we operate.

**A little more about the role**
- Lead the design, implementation and optimisation of an enterprise-wide VoC program
- Partner with leaders and teams to turn feedback into measurable service improvements
- Train and empower staff to engage with, interpret, and act on customer insights

**Why join Team Melbourne?**

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the **heart** of it all is the **City of Melbourne** - a passionate, purpose-driven organisation where your work truly matters. As part of **Team Melbourne**, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city.

We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role - it’s your chance to **make a real impact**, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

**What your experience might look like**
- Tertiary qualifications in either Business, Data Analytics, Marketing, Communications (or a related discipline)
- 3+ years of professional experience in customer experience (CX), customer insights, Voice of Customer (VoC) or similar roles
- Strong analytical skills using tools like Power BI, Databricks, Qualtrics, or CRM platforms
- Ability to deliver change through training, communication, and stakeholder influence
- Skilled in human-centred design and continuous improvement methodologies

**Benefits of working with us**
- **Attractive remuneration & benefits**: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
- **Excellent leave entitlements**: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
- **Career progression**: Career development support and opportunities to learn new skills within a creative and exciting environment.
- **Work-life balance and hybrid working**: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

**How to apply**
- Attach your updated resume
- Include a **cover letter** (max one page) outlining your relevant experience and why you're a great fit for this role.

**A few important things to note - don’t miss out**
- **We are a child safe organisation.** The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.

**Need more info?**

**Inclusion matters