Customer Research and Insights Lead

Deliver our customer insights roadmap

Ongoing Part Time role - 0.8FTE

$114,259 - $127,587 pro rata (excl Super)

A little bit about the role

The Customer Research & Insights Lead ensures a strategic, organisation-wide approach in developing valuable, real-time insights into the behaviours, needs and preferences of customers and stakeholders to inform decision making, service improvements, and strategies across Council.

You will lead a small team and oversee the delivery of actionable insights to support service design, business planning, and organisational performance. A key focus is evolving and delivering the Voice of Customer roadmap, which encompasses an impactful program of work that captures customer experience and feedback, ensuring insights are consistently embedded into Council decision-making and inclusive of our diverse community. You will oversee and manage end to end research projects, coordinating requests from across the organisation multiple departments, collating data from multiple sources to inform future initiatives.

You have a passion for identifying customer needs and insights, coupled with substantial experience in customer research. You are able to turn complex customer research findings into insights that are easy to understand and action and deliver strategic business questions into actionable research plans.

Want to know more?

You can connect further and gain a better insight into this opportunity by reviewing the Position Description

What sets us apart?

You will have a voice and we will listen - we value feedback and take action.

You will be supported, stretched and given opportunities to grow as a leader and encouraged to empower your teams to realise their potential.

You will contribute to an exceptionally large scale transformation where the possibilities are endless, while working with a team of genuinely passionate, kind and diverse Boroondara employees.

Employment requirements

Applicants must have the right to work in Australia.

Preferred applicants will be required to undergo a National Police Record Check

How to apply

Please submit your application online . All applications must be made via the online portal by 5pm Friday 5 September 2025. No applications direct to the hiring manager or from recruitment agencies will be considered.

For a confidential discussion about this position please contact Nicole White on during business hours)

If you want to know more about the benefits of working for the City of Boroondara, please visit our careers website

Council recognises the benefits of a diverse workforce for its employees and customers. To ensure equity of access to employment opportunities, Council encourages applications from underrepresented groups including people who are from an Aboriginal and Torres Strait Islander background, people from different ages, abilities, gender identities, sexual orientation and cultural backgrounds. If you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance. Council is a child safe organisation and as such, some applicants may be required to hold a Working with Children Check.

We understand that this portal may not meet the needs of people who rely on Assistive Technology or have other diverse requirements. If you have any difficulty using our recruitment system, please do not hesitate to contact People Culture and Development on or to allow us to help in any way we can.

Who are we?

The City of Boroondara is a metropolitan council, representing more than 170,000 people in the inner-eastern suburbs of Melbourne. A leader in the local government sector, with a reputation for innovation and excellence, we believe in providing an environment where our staff thrive, both in the work they do and in how they learn and develop as people and professionals.

We like to challenge the norm and we are investing significantly in innovation and technology improvements in order to provide our customers with an even greater experience and engagement. We are putting our customers at the forefront of what we do with our organisation wide initiative, Transforming Boroondara Program.

You will be instrumental in driving this change across the organisation using best practice approaches to successfully support us from the now to our desired future state.

With so much going on it's a great time to join Boroondara