Cx Insights Lead

Drive & lead forward thinking & people-focused initiatives
- Initial 2-year fixed-term contract | Melbourne South-East Suburbs | Hybrid
- Supportive, diverse & inclusive team | Long-term growth & development

**About City of Stonnington**
Servicing over 100,000 of Melbourne's inner South-East residents, the City of Stonnington is committed to building an inclusive, healthy, creative, sustainable and smart community. Known for embracing innovation and change, they are passionate about serving their vibrant, diverse and iconic municipality through richer and higher quality services.

At Stonnington, they foster a passionate, energetic and collaborative environment to build a prosperous and sustainable community for all. Living and breathing their values, Stonnington put its residents and employees first and provide extensive investment and access to wellbeing, growth and development services.

**About the role**
Joining a supportive and strong CX team, the CX Insights Lead will be a key contributor to the transformation effort to improve the customer experience at the council. Reporting to the Manager of CX and Business Improvement, you will be responsible for understanding customer satisfaction drivers, integrating customer feedback and aligning day-to-day operations with organisational strategic objectives.

With direct exposure to senior leaders and executive support, you will lead the development and dissemination of customer insights across the entire organisation. Supported by an established foundation for Voice of the Customer (VoC), it is a great opportunity to put your stamp on the role and take VoC at Stonnington to the next level. As a valued member of a well-supported team, you would have the opportunity to have a seat at the table to influence and shape CX Strategy as well as engage in weekly ThinkTank sessions to brainstorm and problem-solve.

If you are looking for an opportunity to take your career to the next level and expand your experience in VoC, Service Design, Continuous Improvement and CX, this is not an opportunity to miss.

**About you**
- You have a passion for customer-focused continuous improvement initiatives with demonstrated experience in insights, data research, collection and interpretation.
- You have experience managing a VoC program, and working collaborative across multiple business units to understand needs and pain points.
- You have an appetite for CX, advocacy and customer analytics with an expertise in reporting and data visualisations (using tools including Excel and Power BI)
- You enjoy the opportunity to work as part of a team to drive innovation and a CI workplace culture

**Benefits**
City of Stonnington fosters an inclusive and diverse culture that encourages innovation and supports work and life balance. There are plenty of opportunities to learn, develop and grow your career.
- Monthly Accrued Day Off (ADO) = 12 days extra leave per year
- Flexibility with Hybrid ways of working
- Free Onsite Parking

For a confidential discussion, please call
**Abby** at Frazer Tremble Executive on
**0436 811 619**. Alternatively, click below to apply.
- City of Stonnington is a child-safe and equal-opportunity employer committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. They actively encourage applicants from an Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQ+ and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Stonnington._
- If you have any support or access requirements or would like to speak to someone about alternative processes, please contact Frazer Tremble Executive._