CX Insights Lead

City of Stonnington is a child safe and equal opportunity employer committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. We actively encourage applicants from an Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQ+ and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Stonnington.

Here at the City of Stonnington we aspire to be a leading local government authority and to do this we need the very best people who share our belief in community and who want to make a difference. We value everyone's contributions, lived experience and expertise. We provide an inclusive and respectful workplace culture where everyone is supported to thrive and be authentic. There is a variety of benefits available for our people have a look at "Why Stonnington".

If you have any support or access requirements, or would like to speak to someone about employment or an alternative processes, please contact Council's Talent Acquisition team on

Please view the below documents for this position:

• Success Profile
• Inherent Requirements

We are looking for a strategic and data-savvy CX Insights Lead to drive the growth of our customer insights function and help elevate the customer experience and data-driven decision-making across our organisation.

You'll be responsible for leading the design, analysis and reporting of customer experience (CX) and operational data, turning complex information into clear, actionable insights. This is your opportunity to bring the voice of our community into the heart of how we design and deliver services. You will be joining a close-knit team, in a welcoming and fun environment where collaboration and teamwork drive our success.

What you'll be responsible for:

• Continue to grow our Voice of the Customer (VoC) program
• Drive insights capability across the organisation by translating data into strategic opportunities
• Collaborate with internal teams and stakeholders to embed customer feedback in day-to-day operations
• Develop and manage customer listening posts and align metrics with strategic priorities
• Create compelling insight reports and dashboards using platforms like PowerBI and Qualtrics
• Champion data storytelling to engage stakeholders and influence decision-making

The salary for this role ranges from $111,411 to $123,743, plus 12% superannuation.

About You

You're a critical thinker and strategic communicator who loves using a range of insights to tell a story. You're passionate about using insights to create meaningful change, and you know how to connect the dots between customer feedback and organisational impact.

Key qualifications and skills you'll bring:

• A degree or diploma in any relevant field is preferred, though lesser formal qualifications may be acceptable with equivalent work experience
• 3+ years of experience in data and information analysis, interpretation and providing insights
• Proven experience in managing Voice of the Customer programs
• Expertise in analysis and reporting
• Strong analytical skills with experience in data storytelling and visualisation
• High-level communication skills – both written and verbal – tailored for a variety of audiences
• Proficiency in tools like Qualtrics, PowerBI, and other CX platforms
• The ability to work autonomously, influence decisions, and drive cross-functional collaboration
• Ability to work within a collaborative team environment

Why the City of Stonnington?

• Join our team to make a difference to the community, deliver meaningful work, and make an impact
• Enjoy a range employee benefits including flexible work arrangements, health and wellbeing programs, generous parental leave and other leave entitlements.
• You'll also be part of a supportive People & Culture team environment focussed on delivering outstanding people programs to develop, engage, support and reward our people.
• Located in Melbourne's vibrant inner east, the City of Stonnington covers the suburbs of Prahran, Windsor, South Yarra, Toorak, Armadale, Malvern, Malvern East, Glen Iris and Kooyong, Stonnington is home to approximately 108,000 residents.

Enquiries

For enquiries relating to the role, please contact Fiona Symmons - Manager Customer Experience & Engagementon 

For enquiries relating to the system and the application process, please contact a member of the Talent Acquisition team on

Submitting your application

Please use your cover letter to demonstrate your suitability to this role (as noted in the Success Profile) and to tell us more about you and why you want to want to work for us. 

To be eligible to apply for this position you must have the appropriate working rights and be prepared to undertake a Police check, WWCC and any other pre-employment checks applicable to this type of position.