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Position Details

Customer Experience (CX) Insights Advisor

Applications close 02/08/2020

  • Salary: $88k per annum + Monthly ADO + Superannuation
  • Temporary Full Time
  • Fantastic benefits, wellbeing programs, training & development opportunities & more!
The City of Stonnington takes in the suburbs of Armadale, Glen Iris, Kooyong, Malvern, Malvern East, Prahran, South Yarra, Toorak and Windsor with a resident population of almost 120,000. The service provided to our residents, visitors, businesses and community is our top priority.

For this reason, Council has developed a new Customer Experience (CX) Strategy to support every division and person at the City of Stonnington to be more customer-focused and deliver exceptional services to our community. We want to consider people’s unique needs and expectations, and think about how people separately engage with our services. By doing this successfully, we’ll provide even better services to the community.

The Customer Experience portfolio is a brand new initiative and department. This newly created position of Insights Advisor supports our Voice of Customer initiative to prioritise key CX insights and deliver best service. You will instrumental in establishing a CX Insight Framework across all delivered services so we can capture actionable insights as well as leading VOC projects and integrating customer feedback with other data sources to translate data into strategic guidance.

We’re looking for a high performer with a passion for customer service, a flair for storytelling with data and an ability to conduct complex analysis within the VOC area. Additionally, you’ll need knowledge of DVF (desirability, viability, feasibility) analysis methods, skills in using an insight data survey and analytics tool and skills in customer research and insight design. A tertiary degree in data management or business and experience in starting up/establishing a new insights framework is highly desirable.

We pride ourselves on being a progressive organisation, offering exceptional working conditions and fostering a collaborative and trustful culture. We invest in our staff with an award nominated Wellbeing Program and extensive learning and development program. We also offer a monthly day off, annual leave loading, and priority access to Council managed childcare facilities and maternal child health and immunisation services. For those days in the office, you’ll be working in a modern and sustainable solar powered building, surrounded by an abundance of cafes, shops and restaurants.

We are open to flexible working arrangements including part time at 4 days a week or shorter hours over 5 days a week, along with working from home. If working full time hours, a monthly accrued day off is also available. This is a 2 year temporary position.

The City of Stonnington is committed to being a child safe organisation. As an equal opportunity employer, we are committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Be part of Stonnington. Work that matters. People who make a difference

Submitting your application
A Position Description is attached below for your perusal which includes the Key Selection Criteria. Applicants must address the Key Selection Criteria as part of their application. To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

For further information on how to apply contact the Council’s Recruitment Officer on Ph: 03 8290 1333.
For position related queries, please contact Tracey Limpens on Ph: 8290 1146

A Position Description including the Key Selection Criteria can be found here.

Position Descriptions
PD - Customer Experience Insights Advisor - May 2020.pdf

The Inherent Requirements for this position can be found here. Please note this document must be read prior to applying for the vacancy.