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 workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s southeast. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Our Benefits:

Benefits | City of Casey

• Experience a flexible, supportive work environment with a strong culture of collaboration and growth.
• Access to diverse professional development opportunities.
• Conveniently located near Westfield shopping centre, with an adjacent gym/pool offering Free Workout Wednesdays, discounted memberships, and an onsite café.
• Work in a multi-award-winning, architecturally designed office with fully equipped kitchens, free coffee, community library on-site, free parking, and more.

We live our values of dreaming big, empowering each other, and making our community proud.

A bit about the role

We’re looking for a strategic thinker and passionate storyteller to lead our Voice of the Customer (VOC) and Customer Insights program at the City of Casey. In this influential role, you’ll work across departments to turn real community feedback into powerful insights that shape better services and experiences for our customers.’

You’ll lead a small, dedicated team and collaborate with a range of stakeholders, from senior leaders to service delivery teams, to embed customer-centric thinking into planning and decision-making. Whether it’s designing research, analysing feedback trends, or crafting compelling data stories, you’ll be at the forefront of improving how we listen, learn, and deliver for our growing community.

This is your opportunity to drive real impact and help shape a more connected, responsive, and people-focused council.

What you’ll deliver

• Lead a small team, provide direction, role clarity and coaching, ensuring team members have clear work objectives, regular reviews, and feedback, and are positively engaged in the performance review process.
• Responsibility for the Voice of Customer (VOC) program including fostering understanding of VOC data by measuring the feedback within the organisation and identifying pain points, trends, and insights to improve the customer experience. Responsibility for VOC governing documents.
• Influence the analysis of data and prioritise insights from customer experience data to embed within review and improvement cycles across Casey.
• Facilitate workshops or presentations to align on customer needs and priorities.
• Identify information gaps where relevant, design and lead end-to-end research projects (qualitative and quantitative).
• Oversee project management and implementation requirements of the Customer Experience Strategy, Customer Strategic Service, and Customer Experience principles.
• Drive, influence and support a people centred approach to change across the organisation.

What you’ll bring

• Degree or diploma with several years of relevant experience; or higher formal qualifications with a shorter period of experience; or lesser formal qualifications supported by extensive relevant experience.
• Proven experience in leadership – both of teams and projects/programs of work.
• Significant experience in extracting and leveraging customer insights and articulating the customer journey.
• Experience in managing and influencing diverse stakeholder groups and respectfully challenging ways of thinking and ways of working.
• Experience in building business cases and recommendations for change – including change metrics and benefits realisation plans.
• Understanding of working in an agile and collaborative working environment.
• Proven experience leading and influencing change.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
• A curious, collaborative, and inclusive community mindset.

What’s next?

If you think this role might be for you, we would love to hear from you.

Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.

Position Description: Customer Insights Lead

To find out more about the role, please contact Amy Kimpton, Head of Customer Experience at [email protected].

Applications will be accepted until 11.55pm on Wednesday 9th July 2025.

Please Note: Applications will not be accepted via email. Please apply by following the links only.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

At the City of Casey, we are 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 [email protected].

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

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