Manager of Customer Insights and Customer Experience

1 week ago

Melbourne, Victoria, Australia YMCA Victoria Full time $124,000 per year
  • Drive Customer Insights and CX Staregy accross the Y Victoria
  • Hybrid work arrangement; Box Hill Office and Working from Home (WFH)
  • This is a full-time position; Rem from $124k plus supe

About the Y Victoria

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation, Youth Services and Kingswim.

Our Customer division is essential for engaging with our audience to deliver service line stories. This includes content creation, campaign strategy, market research and insights, digital projects, creative designs, social media presence, and supporting sales through lead generation and customer service.

About the Opportunity

Reporting to the Executive Manager, Marketing the Manager of Customer Insights & Customer Experience works within the broader marketing, communications, sales department to help deliver best in class go-to-market strategies for new and existing services across YMCA Victoria, via the use of data and insights. The Manager of Customer Insights & Customer Experience will need to apply pragmatic, practical and creative thinking with the goal of increasing market share and awareness across all service lines. Key responsibilities include:

  • Ownership and development of an organisational customer strategy
  • Ownership of customer-based insights (i.e voice of customer program, strategic research initiatives, external trends and insights)
  • Develop and implement CX methodologies (for new and existing products) to strengthen our customer strategy across the business
  • Provide leadership and support to the broader Customer Team

This position is full time, in a hybrid working model, working from home and our State Office in Box Hill. The remuneration for this role is up to $124,000 plus super, dependent on experience.

About You

Our ideal candidate is self-motivated with an ability to think strategically and run operationally. Experience in CX /management and/or human centered design and design thinking applications is essential. Key requirements include:

  • Relevant marketing experience in a similar field (customer, product, marketing and/or research)
  • Demonstrated ability to achieve customer insight strategies and plans
  • Project management, problem solving, strategic and change management skills
  • Ability to build positive working relationships, both internally and externally
  • Demonstrated strong oral and written communication skills

At the Y Victoria, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit

Benefits

At the Y Victoria, we value our people. Working for us means you'll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

  • Flexible working arrangements
  • Opportunities for career development and growth
  • Free access to gyms, recreation, and aquatics centres across the state
  • Salary packaging via third party vendor

How to Apply

If this is you, click the Apply button.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.

  • Customer Insights Manager

    1 day ago

    Melbourne, Victoria, Australia Wesfarmers Health Full time $80,000 - $120,000 per year

    At Wesfarmers Health we strive to make health, beauty and wellness experiences simpler, more affordable and easier to access for all Australians.Our portfolio includes well-known names like Priceline, as well as our MediAesthetics brands - Clear Skincare Clinics and SILK Laser Clinics. In the digital space, we're proud to have SISU Health and...

  • Customer Insights Specialist

    1 day ago

    Melbourne, Victoria, Australia IAG Full time $80,000 - $120,000 per year

    Help shape the future as aCustomer Insights SpecialistJoin the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.Your RoleAt CGU and WFI, customer...

  • Manager Customer Experience

    3 days ago

    Melbourne, Victoria, Australia McArthur Full time $80,000 - $120,000 per year

    Lead Council's Customer Experience strategies, frameworks and projectsCultivate a culture of innovation and collaboration across the organisationImprove community outcomes in Victoria's most culturally diverse municipalityCity of Greater Dandenongis one of the most diverse communities in Australia, with residents coming from over 150 locations worldwide....

  • Customer Experience Manager, Doshii

    1 week ago

    Melbourne, Victoria, Australia Commonwealth Bank of Australia Full time $120,000 - $150,000 per year

    About DoshiiDoshii helps hospitality venues clear their plates by getting their apps and point-of-sale (POS) systems talking to each other. For venues, that means less double-handling, errors, admin and confusion and more time to do what they do best. For their customers, it means a satisfying and seamless experience.Doshii was launched in 2016 and is proud...

  • Senior Customer Insights Specialist

    1 day ago

    Melbourne, Victoria, Australia kmartaustr Full time $80,000 - $120,000 per year

    Brighter Futures Start HereWe are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe. With our brands touching the lives of almost two million customers every week, you'll feel the impact of the work you'll...

  • Customer Experience Manager

    1 week ago

    Melbourne, Victoria, Australia Bankwest Business Full time $80,000 - $120,000 per year

    About DoshiiDoshii helps hospitality venues clear their plates by getting their apps and point-of-sale (POS) systems talking to each other. For venues, that means less double-handling, errors, admin and confusion and more time to do what they do best. For their customers, it means a satisfying and seamless experience. Doshii was launched in 2016 and is...

  • Marketing & Customer Experience Manager

    1 week ago

    Melbourne, Victoria, Australia Arlon Graphics Full time $115,000 - $130,000 per year

    Job TypeFull-timeDescriptionArlon Graphicsis seeking a visionaryMarketing & Customer Experience Managerto join our team in Melbourne. Thishigh impact roleis central to driving brand growth, customer engagement, and market success across the region.As a key strategic partner to the Director of Sales and regional marketing teams, this individual will lead the...

  • Consultant, Customer Communication Insights

    1 day ago

    Melbourne, Victoria, Australia NAB Full time $90,000 - $120,000 per year

    Lead the use of advanced analytical techniques for exploring dataYour new team are innovators and look for better ways to deliverMake a genuine difference through the work you doOur people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer...

  • Customer Experience Manager

    1 week ago

    Melbourne, Victoria, Australia InEight Full time $120,000 - $180,000 per year

    Position Summary:The Customer Experience Manager will be responsible for cultivating strategic partnerships with key clients, acting as a trusted advisor to enhance the overall client experience, and ensuring solutions are onboarded, adopted, utilised, and renewed at their maximum potential. The Customer Experience Manager will leverage their deep project...

  • Consultant, Customer Communication Insights

    1 day ago

    Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $80,000 - $120,000 per year

    Consultant, Customer Communication Insights (Compliance)Job number: 801442Primary position location: VIC- Melbourne CBDCategory: Data & AnalyticsWork type: Permanent Full timeClosing at: Oct :55 AEDTFavouriteLead the use of advanced analytical techniques for exploring dataYour new team are innovators and look for better ways to deliverMake a genuine...