Internal Only

You must be a current employee of Knox City Council or be engaged via Comensura for 4+ continuous months to apply for this role.
You must discuss this opportunity with your substantive People Leader before submitting your expression of interest.

About the Opportunity

Due to a period of leave, we have an exciting opportunity to step into the Senior Customer Experience Analyst role, commencing Friday 27 December until Friday 1 August 2025.

The Customer Experience team is responsible for the successful implementation of Our Customer Strategy, which involves various organisation-wide initiatives aimed at improving the experience our customers have with us, and ensuring the experience is a consistently great one! 

This is a Band 7 classified full time role, remuneration will be $107,507.54 - $120,572.47 (depending on experience) plus superannuation in accordance with the superannuation guarantee. 

What you will need to thrive

• Strong interpersonal and communication skills, with experience in sharing customer stories to engage key stakeholders and provide recommendations to senior management.
• Demonstrated skills in the collection and analysis of customer metrics, and the ability to develop reports to communicate insights and advocate for the customer to internal stakeholders.
• A working knowledge of contemporary tools and methodologies for creating actionable customer insights such as Power BI, Google Analytics, SQL, CRM and telecommunications software.
• Experience gathering data requirements, understanding needs and the critical-thinking skills to translate into defined project parameters, preferably with experience in an agile environment.
• Demonstrated experience writing and developing business case documentation.
• A passion for building empathy with our customers and sharing their lived experiences with our services.
• Demonstrated ability to foster positive relationships across multiple business areas, collaborating to determine metrics and goals to measure service performance.
• Demonstrated ability to apply strategic thinking, framing customer problems to be solved and defining project success criteria.

To Apply please tell us in your application form:

1. Why you are interested in this opportunity        
2. What skills and experience/qualities will you bring to the role?        
3. What skills would you like to learn/develop during this time?

For further information on this role please contact Lucy Morse.

Review the full position description now via our Knox City Council Careers Page

Apply by: 10 November 2024

Why Us

Knox Council is an Equal Opportunity Employer committed to providing a workplace that embraces diversity and inclusion. We are committed to 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.

As an employee (in accordance with Knox City Council's Covid-19 Vaccination Policy) you may be required to provide evidence that you are compliant with the vaccination requirements prior to commencement. It is highly recommended that all Council staff are vaccinated.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.