Customer Experience Technical Specialist

• Use your technical and analytical skills to drive real improvements in customer service.
• Regular WFH days, flexible work + a focus on employee wellbeing
• Permanent full time position + monthly RDO
• $99,920 - $108,913 Band 6 + super (subject to experience)

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

Are you passionate about using data and technology to improve the customer experience? We’re looking for a proactive and analytical Customer Experience Technical Specialist to support our Voice of the Customer (VoC) program at the City of Casey.

In this hands-on role, you’ll manage customer feedback tools, enhance reporting and dashboard capabilities, and help identify root causes behind key issues, turning insights into meaningful action. You’ll work across teams to streamline services, uplift our technical capability, and deliver better outcomes for our community.

If you're excited by data, collaboration, and continuous improvement, this is your chance to make a real difference.

What you’ll deliver

• Design, manage and collate end-to-end Voice of Customer program including surveys, interviews, and feedback channels ensuring that feedback mechanisms are embedded across customer touchpoints.
• Advise and assist staff with Voice of Customer program enquiries and initiatives and be responsible for training staff in using VoC systems and interpreting customer insights
• Track and report on the outcomes of Voice of Customer initiatives, ensuring feedback loops are closed and improvements are measurable. 
• Identification of areas of improvement, recommend and implement streamlined workflows to enhance responsiveness and resolution times.
• Develop and maintain dashboards and reports that provide actionable insights from customer feedback
• Conduct root cause analysis to identify systemic issues and recommend solutions working with Customer Insights Lead, Customer Experience Design teams and broader Customer Experience Team.

What you’ll bring

• Relevant qualification or experience in similar role with a focus on business and customer process improvement initiatives
• Demonstrated experience in customer experience, service design, or business improvement roles.
• Strong analytical skills with experience in data visualization and root cause analysis.
• Strong background in technical implementation and management of Voice of Customer programs including experience in streamlining and uplifting additional capability (including AI)
• Proficiency in VoC tools and reporting platforms (e.g., Power BI, Excel).
• Technical skills in Python, HTML, JavaScript, would be highly advantageous.
• Excellent communication skills to communicate at all levels of the organisation.
• 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 Sara Sarwary, Customer Insights lead at ssarwary@casey.vic.gov.au.

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