Customer Insights and Analytics Lead

Synopsis

• $118,141 - $132, % Super
• Permanent, full-time position
• Employee Discounts Program

About The Role
The Customer Insights and Analytics Lead sits within the Customer Experience branch and offers an exciting opportunity to transform data and insights into strategic decision-making that enhances the experiences we deliver to our customers and community.

This position uncovers the key drivers of customer satisfaction through analysis of feedback patterns, service pain points and data across customer journey touchpoints. The role also builds analytical capability across Council teams while bringing essential expertise in data governance to ensure quality, privacy and compliance standards are maintained.

Key responsibilities include delivering enterprise-wide customer intelligence and reporting, developing analytical frameworks to evaluate customer experience, and translating complex data into compelling narratives that directly inform strategic planning and service improvements.

A Little More About The Role

• Analyse and interpret customer and business data to generate meaningful insights that inform organisational decisions.
• Lead customer data quality and governance initiatives to ensure accuracy, consistency, and compliance with privacy standards.
• Develop and produce enterprise intelligence dashboards and reports that communicate complex data in clear and actionable ways.
• Partner across divisions to embed customer-centricity and data-led approaches into planning, delivery, and continuous improvement initiatives.

Why join Team Melbourne?
Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the
heart
of it all is the
City of Melbourne
– a passionate, purpose-driven organisation where your work truly matters. As part of
Team Melbourne
, you'll help deliver what's most important to the people who live, work, study, visit and invest in our great city.

We're proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it's your chance to
make a real impact
, contribute to something bigger, and shape Melbourne's future alongside a collaborative and forward-thinking team.

About You
You are a confident communicator who can translate complex information into clear, compelling messages for a range of audiences. You build trusted relationships easily and work effectively with diverse stakeholders to influence outcomes and drive improvement.

What Your Experience Might Look Like

• Tertiary qualification in Data Analytics, Data Science, Statistics, Business or related discipline.
• Expertise in analysing large datasets and using analytical tools such as Power BI, SQL, Python, or R.
• Experience leading enterprise data and reporting projects, with the ability to translate findings into actionable recommendations.
• Demonstrated ability to influence and collaborate effectively across diverse stakeholder groups.
• Strong understanding of data governance principles, frameworks and quality standards.

Benefits Of Working With Us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

How To Apply
We'd love to hear how you can make an impact in this role As part of your application, you will be required to:

• Attach your updated resume
• Include a cover letter (max one page) outlining your relevant experience and why you're a great fit for this role.

Submit your application no later than 11:45pm on Monday, 17 November 2025.
A few important things to note – don't miss out

• Applications must be submitted online. Unfortunately, we can't accept applications via email, so please be sure to apply through the official job link provided.
• Apply early This role may close sooner than the listed closing date if we find the right candidate — so don't wait to get your application in.
• We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check.

Need more info?
Refer to the position description below or contact
Emily Murray– Manager Customer Data and Insights
,

Inclusion matters
We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you're contacted for an interview.