Customer Research and Insights Lead

2 weeks ago

Melbourne, Victoria, Australia City of Boroondara Full time $114,259 - $127,587 per year
  • 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 via the 'Apply' button. All applications must be made via the online portal by 5pm Friday 5 September 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.

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