Description:
- Collaborate with diverse stakeholders across a large progressive Council
- Regular WFH days, flexible work arrangements & employee recognition
- Permanent full time position + monthly RDO for work life balance
- $97,009 - $105,740 Band 6 + super
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 who call Casey home.
Our workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s south east. 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
- Development-focused organisation with access to diverse professional development courses, networks and programs, including financial support for obtaining relevant certifications.
- Flexible work options, including remote work, flexible hours, and the ability to purchase additional leave.
- Multi-award-winning architectural office building with equipped Kitchens, free coffee, onsite Café, Library, and so much more.
- 2 minutes’ walk to Westfield shopping centre, free onsite carpark, gym/pool with discounted memberships and free workout Wednesday.
We live our values of dreaming big, empowering each other, and making our community proud.
A bit about the role
As the Customer Experience Specialist you'll leverage your customer experience expertise to uncover key insights into customer needs and behaviours, identifying crucial touchpoints to enhance the City of Casey's customer journey.
Working alongside the CX Design lead, you'll facilitate workshops, develop customer narratives, and create visual tools such as journey maps and service blueprints. You'll collaborate with stakeholders across our organisation to ensure effective utilisation of customer data while building relationships that maintain alignment with our customer-focused goals and outcomes.
What you’ll deliver
- Plan and conduct quantitative and qualitative 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.
- 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.
To find out more about the role, please contact Michelle Whittaker, Customer Experience Design Lead on 9709 9358 and mewhittaker@casey.vcic.gov.au.
Applications will be accepted until 11.55pm on Thursday 10th April 2025.
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, LGBT I Q A + 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 9777 or Talent@casey.vic.gov.au .
The City of Casey reserves the right not to make any appointments for this position.
For more information about the City of Casey council and to stay across what's happening in our region, follow us on LinkedIn .