About the role
About the role
Are you passionate about turning data into meaningful insights that improve customer experiences and drive better service outcomes for our community? Knox City Council is seeking a dynamic, strategic and insight-driven Customer Experience Specialist to play a key role in shaping how we understand and respond to the evolving needs of our customers and community.
Reporting to the Head of Customer and Service Improvement, you will lead the collection, analysis and interpretation of customer experience data, transforming insights into actionable recommendations and actions that improve service delivery across Council. You will work closely with business areas to understand customer journeys, identify improvement opportunities, and embed customer-focused decision-making practices throughout the organisation.
This role offers the opportunity to influence strategic outcomes by developing customer experience frameworks, facilitating workshops, creating compelling data stories, and delivering insightful dashboards and reporting that support organisational performance and service excellence.
To succeed, you will bring strong analytical and problem-solving skills, experience working with data visualisation and reporting tools, and the ability to communicate complex information in clear and engaging ways. Experience in customer insights, service design, business improvement, research, analytics or performance reporting will be highly regarded.
At Knox, you'll join a collaborative and innovative organisation committed to making a genuine difference for our community. If you enjoy uncovering insights, influencing change, and helping organisations deliver exceptional customer experiences, we'd love to hear from you.
This is a full time permanent role based at Knox Civic Centre in Wantirna South. We support flexible working arrangements while ensuring operational needs of the role are met.
This is a Band 7 classified role. Remuneration will be $115,162.08 to $129,157.23 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.
What you will bring to this role
The key selection criteria for this role are:
- Relevant tertiary qualification in a related discipline, with demonstrated experience in customer experience, research, data analysis or a similar field.
- Strong analytical and investigative skills, with the ability to interpret multiple data sources and translate findings into actionable insights that improve customer experience and service delivery.
- High-level proficiency in data analysis and visualisation tools, including spreadsheets, databases, SQL and dashboards.
- Excellent written and verbal communication skills, with the ability to present complex information in clear, engaging and accessible ways to influence stakeholders and support evidence-based decision-making.
- Demonstrated experience in planning and facilitating workshops, interviews and other customer research and data-gathering activities.
- Strong stakeholder engagement and collaboration skills, with the ability to identify improvement opportunities, develop practical recommendations and drive continuous improvement across an organisation.
How to apply
Please submit your application, including your resume and cover letter online via the ‘Apply’ button by 5.00pm 16 November 2027.
All applications must be made via the online portal. No applications direct to the hiring manager will be considered.
For further information on this role please contact Craig King, Head of Customer and Service Improvement, at craig.king@knox.vic.gov.au
A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.
Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.
Why work at Knox
Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:
- Accrued or rostered days off available for full-time roles, depending on operational requirements
- Broad range of leave options including 18 weeks' primary and 5 weeks' secondary parental leave
- Salary sacrifice option for Council-owned childcare fees
- Opportunities to take on temporary roles or work in different teams to build skills and support career growth
- Support towards further study
- 50% off Knox Leisureworks memberships
- Employee Assistance Program (EAP) for support in managing personal and work-related challenges.
To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox
Inherent requirements
To view the inherent requirements for this position please see attachment below.
- Office Based role(s) - Inherent Requirements Table .DOCX
Our commitments
Knox City Council is an Equal Opportunity Employer that is 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.
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.
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