Manager, Customer and Business Insights

Manager, Customer and Business Insights

• Drive organisation wide improvements in customer experience, service performance, and business efficiency through data, insights, and innovation
• Champion customer focus, continuous improvement, and high performance to deliver meaningful outcomes for the community
• Salary from $168,668 - $196,021 p.a. plus 12% Superannuation (Pay Grade L
  )

Make a Difference Where You Work

Join Willoughby City Council and play a key role in shaping how we deliver meaningful outcomes for our community. As the Manager, Customer and Business Insights, you'll lead innovation in customer experience, data analytics, and service performance turning insights into real improvements that enhance the way people live, work, and connect. You'll drive organisational excellence, empower teams to make evidence-based decisions, and champion a culture of collaboration, transparency, and continuous improvement. This is your opportunity to lead change that truly makes a difference.

Why Join Us?

• Lead with impact
  – Drive organisation-wide improvements in customer experience, performance, and service delivery that make a real difference to the community
• Shape the future
  – Influence strategic decision-making through data, insights, and innovation, helping to transform how Council operates and delivers value
• Grow in a supportive culture
  – Work in a collaborative, forward-thinking environment that values learning, inclusion, and continuous improvement

About the Role

As the Manager, Customer and Business Insights
you will:

• Lead strategic transformation by driving organisation-wide improvements in customer experience, service performance, and operational efficiency
• Use data and insights to make an impact, translating evidence into actionable strategies that enhance how Council delivers for the community
• Oversee key corporate functions, including Integrated Planning & Reporting (IP&R), corporate performance, and the Project Management Office (PMO)
• Empower and inspire a high-performing team to embrace innovation, collaboration, and continuous improvement
• Work at the heart of decision-making, partnering with leaders across Council to shape strategic priorities and deliver exceptional community outcomes

What You'll Bring:

• Proven ability to use data and insights to drive measurable improvements in business performance, corporate reporting, and service delivery outcomes
• Demonstrated leadership success, inspiring and developing high-performing, multidisciplinary teams to achieve strategic and operational goals
• Exceptional communication and stakeholder engagement skills, with the capacity to influence, collaborate, and deliver positive organisational and community outcomes
• Expertise in customer experience strategy and performance measurement, leading initiatives that enhance satisfaction, efficiency, and service excellence

Desirable Criteria:

• Strong project management skills, with relevant experience leading projects, and/or certification in project management methodologies (e.g., PRINCE2, PMP, Agile)

How to apply

Visit

to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information on the role, please contact Grace McEvoy at

or

.

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

Successful candidates will be required to undertake pre-employment screening including police and qualification checks.

Applications close:
Sunday, 23 November 2025 at 11.30 pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.