Customer Experience Design Researcher

• Narre Warren, Hybrid & Flexible Working Options
• Limited Tenure to July 2027
• $ 102,667 - $ 111,908 + Superannuation, based on experience (Band 6)
• Monthly RDO for full-time 40-hour weeks

Why Choose City of Casey

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.

Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place. 

Why You’ll Love Working with Us

At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.

• True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
• Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology.
• Reproductive health leave, up to 5 days of paid leave to support our employees
• THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
• 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
• Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments.
• Ongoing professional development to help you grow your skills and advance your career.
• Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place.
• Private Health discounts for employees, through the access of the local government health plan.
• Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
• Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
• Paid Christmas Shut Down Leave
• And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey

A bit about the role

As the CX Design Researcher, you'll help to shape experiences that truly matter. You’ll uncover the insights behind customer behaviours, map journeys across all service areas, and bring customer stories to life through engaging visual storytelling. Working alongside the CX Design Lead, you’ll oversee customer research to understand customer goals, behaviours, needs and experiences across key journeys. Synthesize insights into journey maps and evidence-based recommendations, facilitate workshops and enable services to prioritise and deliver measurable improvements for customers, employees and the organisation

Working alongside a collaborative and passionate team, you'll influence decisions, champion customer-centred thinking, and help create experiences that make a measurable difference to the City of Casey's customer journey.

What you’ll deliver

•  Plan and conduct qualitative (and quantitative) research activities to uncover insights, contributing to understanding of customer needs, experiences, and pain points in the current state.
• Lead data analysis and research, using skills in reading, interpreting, and explaining quantitative data to uncover insights and trends and conduct qualitative research to validate and enrich findings.
• Leverage multiple customer data sets and lead data analysis to tell the customer story, effectively presenting and communicating findings and insights.
• Collaborate within team and with stakeholders to support an alignment of organisational understanding of customers, their experiences and needs, and future state concepts.
• Partner with cross functional teams including our business improvement function and service areas.

 What you’ll bring

•  A tertiary qualification with relevant experience or lesser formal qualifications with substantial experience in a similar position.
• Strong background in Customer Experience improvement disciplines.
• Demonstrated experience in qualitative and quantitative research activities.
• Strong communication and report writing skills.
• Demonstrated ability to engage and influence a diverse group of stakeholders.
• Experience undertaking business process problem solving through data collection and analysis.
• A curious, collaborative, and inclusive community mindset
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.

How to Apply

If you’re passionate about making a difference and want to be part of a forward-thinking team, we’d love to hear from you!

Apply online by submitting your cover letter and resume.

For enquiries, contact Michelle Whittaker - Head of Customer Experience at mewhittaker@casey.vic.gov.au  

Applications close at 11:55pm on Sunday 9 August 2026.

Please note: Applications are only accepted via our online portal.

Our Commitment to Diversity & Inclusion

The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer.

We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au.

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted

The City of Casey reserves the right not to make any appointments for this position.

For more information about the City of Casey and to stay updated, follow us on LinkedIn.