Are you a confident and experienced Voice of the Customer expert? Are you an influencer, passionate about improving customer experience? Join City of Melbourne in this exciting new role!

$106,988 plus 9.5% Superannuation

Permanent

We are the City of Melbourne, a place to be bold and inspirational.

We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.

Together we Make the Difference

How this position will Make the Difference to City of Melbourne…

As the Voice of Customer Lead, you will drive a comprehensive Voice of the Customer (VoC) program for the City of Melbourne that drives a continuous cycle of listening, interpreting, monitoring, and action.

You will:

• Own the survey platform as well as the development of questions, data collection methodologies, and analysis
• Identify customer insights and key drivers of negative and positive experience based on analysis of surveys or other feedback sources
• Ensure that customer insights are disseminated and deeply understood
• Engage with business areas to communicate overall drivers of the customer experience and provide actionable  recommendations for service improvements
• Enable the VoC feedback loop process by identifying tactical and strategic initiatives that create a program of continuous improvement projects
• Develop strong relationships with key stakeholders/partners and collaboratively develop the future phases of the VoC program

• Measure the impact of change, both quantitatively and qualitatively

You can bring… (Selection criteria)

• Ability to demonstrate and display City of Melbourne Values – accountability, integrity, courage, respect for self and others, and striving for excellence.

• Tertiary qualifications in business administration or marketing or a related discipline or equivalent relevant experience.
• 3+ years of responsibility for Voice of the Customer program management.
• Experience focusing on customer experience, advocacy, and customer insights/analytics.
• Demonstrated experience in survey design, performing analytics and using qualitative research techniques.
• Demonstrated experience in reporting and data visualisation.
• Strong analytical and critical thinking skills.
• Excellent verbal and written communication and presentation skills.
• Proven problem-solving skills and experience in identifying business improvement opportunities.  

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.

To view the physical requirements of this position, please see below under Position Information.  

How to apply…

Please apply via the City of Melbourne Careers Page, link below. 

City of Melbourne - Mercury eRecruit

Please address your covering letter to Joelene Schembri, Director Customer Relations.

Applications will be accepted up until 11:45pm Sunday 02 May 2021.

The position description for this role will not be provided at this stage of application.

For those interested in working with us, the City of Melbourne offers a great range of benefits.