Customer Experience Insights Officer

Job Description Permanent, Full Time $99,526 per annum plus Superannuation Join the Customer Experience team Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible. We are looking for someone who is curious about people, comfortable with data, and passionate about improving the experience our community has when they interact with us. As the Customer Experience Insights Officer, you will help us understand what our customers need by turning data and feedback into clear insights that guide better decisions and service improvements. You will play an important role in building a more customer-centred organisation and helping teams across Hume use evidence in their everyday work. This role suits someone who enjoys exploring problems, asking questions and making sense of complex information in a way that helps others take action. What you’ll be doing Analyse customer data, feedback and trends from channels including Voice of Customer, complaints and digital interactions. Use human‑centred and data‑led approaches to understand barriers to ease, accessibility and responsiveness in our services. Act as the conduit between data and the real story it tells about our customers, turning complex information into useful and sought‑after insights that inform decisions. Build and maintain dashboards and reporting that measure customer satisfaction, effort and sentiment. Create clear and engaging stories, visualisations and updates that bring customer experiences to life for staff and leaders. Work closely with colleagues across CX Design, Digital, Customer Service and operational areas to ensure insights inform improvement. Support customer research activities, workshops and CX initiatives that build understanding of customer needs and strengthen customer‑centred culture. The skills and experience you’ll bring to the role Experience analysing customer data, feedback or service performance to identify trends and opportunities. Skills in both quantitative and qualitative analysis, including text or sentiment analysis. Confidence using tools like Power BI, Excel and survey platforms. An understanding of human‑centred design and how research informs better service delivery. Strong storytelling skills and the ability to translate insights into clear, engaging narratives that influence decision making. Strong relationship‑building skills and a natural curiosity about people and how they experience services. Required Certifications & Qualifications A relevant qualification in customer experience, data analytics, social science or design is ideal, though equivalent experience will also be considered. A current driver’s licence is required. Why Hume City Council? We are a leader in local government, committed to creating an inclusive and collaborative work environment guided by our values: We’re better, every day : We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn. We’re in it together : At Hume, everyone matters. We welcome and include all. Respect and safety are expected. We show up : We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will. All for Hume : We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do. We offer a competitive salary package, professional development opportunities, and a supportive work environment. A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply. All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check. Additional Information Position Description: Customer Experience Insights Officer #J-18808-Ljbffr