CASEY.VIC.GOV.AU

Title: Customer Insights Analyst

Classification: Band 6

Department: Customer Service

Division: Customer Focus & Innovation

Reports to: Team Leader Customer Experience

Enquiries: Olivia Lyon, Team Leader Customer Experience, 9705 5200

1. Position Purpose » To develop a Customer Insights Program at the City of Casey to inform service design

and to improve the user experience.

2. Key Responsibility Areas » Develop a Customer Insights Program that will outline contemporary research tools and

techniques to understand the needs of customers and stakeholders across all contact channels to Casey.

» Understand what drives customer satisfaction at the City of Casey and develop practices to inform performance across the organisation.

» Work collaboratively with the Customer Experience, Digital Casey, and Continuous Improvement teams to identify data to inform service design and create experiences that are simple to use, and seamlessly accessible via a multiple channel environment.

» Use of contemporary customer insight tools and methodologies to measure customer satisfaction and improve service delivery.

» Monitor performance against objectives and manage project risks and issues.

» Consistently deliver projects on time, on budget and to the agreed standard.

» Through leadership and example promote Casey’s trademark behaviours: show respect, take responsibility, listen and respond, be positive, think things through.

3. Occupational Health & Safety Responsibilities» Take reasonable care for the health and safety of yourself and others in the workplace.

» Ensure hazards, incidents, near misses and injuries are reported immediately.

» Support activities taken by the organisation to comply with OH&S legislation.

» Ensure only authorised, adequately trained staff undertake assigned tasks.

Position Description

Last updated: 3 April 2017

» Develop new work procedures, as required, in consultation with relevant persons.

» Provide appropriate facilities for safe storage, handling and transport of work-related materials and equipment.

» Actively participate in the planning and execution of Return to Work plans for employees.

4. Accountability and Extent of Authority » The position may manage resources and/or provide advice to or regulate clients and/or

provide input into the development of policy.

» Where prime responsibility is resource management, freedom to act is governed by clear objectives and/or budgets, with a regular reporting mechanism to ensure adherence to goals and objectives. The effect of decisions and actions taken is usually limited to the quality or cost of the programs and projects being managed.

» Where prime responsibility is to provide specialist advice to clients or to regulate clients, freedom to act is subject to regulations and policies and regular supervision. The effect on individual clients of decisions and actions may be significant but is usually subject to appeal or review by more senior employees.

» If the position is primarily involved in policy development the work is usually of an investigative and analytical nature, with freedom to act prescribed by a more senior position. The quality of the output of the position can have a significant effect on the process of policy development.

» The employee:

o may have formal input into policy development within their area of expertise and/or management

o is committed to delivering high quality outcomes for customers and stakeholders

o monitors customer and stakeholder satisfaction.

5. Judgement and Decision Making» The nature of the work is usually specialised with methods, procedures and processes

developed from theory or precedent.

» The work may involve improving and/or developing methods and techniques generally based on previous experience.

» Problem solving involves implementing solutions, evaluating effectiveness and adjusting actions as required.

» Guidance and advice are usually available.

» The employee:

o Maintains positive behaviour amongst uncertainty and stress; and

o Embraces variety, change and challenges.

6. Management Skills » Manage time, set priorities and plan and organise work to achieve objectives in the most

efficient way possible, within the resources available and within a set timetable.

» Use understanding of individuals to get the best outcomes for the person and organisation.

» Adapt behaviour to new situations, be resilient and maintain stable performance when under pressure or opposition.

» Improve processes and systems using digital tools to influence positive outcomes.

» Where the job involves management of employees, understand and be able to implement personnel practices including those related to equal employment opportunity, occupational health and safety and training and development.

7. Interpersonal Skills» Gain co-operation and assistance from clients, the public and other employees and,

where appropriate, supervise other employees.

» Communicate effectively with stakeholders when implementing new ideas.

» Liaise with counterparts in other organisations to discuss specialist matters and with other employees to resolve intra-organisational problems.

8. Specialist Skills and Knowledge » A working knowledge of contemporary tools and methodologies for creating actionable

customer insights.

» Ability to plan, organise and facilitate workshops, interviews and other customer data gathering activities.

» Understanding of the long term goals of the Department and of the relevant policies of both the Department and the wider organisation.

9. Inherent Physical Requirements » Use a computer.

» Communicate clearly.

» Drive a vehicle.

10. Qualifications and Experience » Completion of secondary education plus:

o a degree or diploma with some relevant work experience; or

o lesser qualifications with substantial relevant experience; or

o substantial relevant experience commensurate with the requirements of the position.

» Driver's Licence which is valid to drive within Victoria.

11. Conditions of Employment Conditions of employment are as per the City of Casey Enterprise Agreement, Casey’s policies and procedures and the letter of offer.

Hours - The position is full-time worked on a 19-day/4-weeks arrangement.

Tenure - This is a limited tenure role until 30 June 2018. The position is not permanent and there is no guarantee of ongoing employment.

Health Declaration - The preferred applicant is required to complete a Health Declaration form and return it to the Occupational Health and Safety Co-ordinator prior to commencement.

Criminal Records Check - This position is subject to the successful applicant having a satisfactory Police Check prior to commencement at Council’s expense and then as regularly as the position requires as per Council Policy.

Transport – Employees must use Council vehicles for work-related travel whenever practical to do so. If employees use privately-owned vehicles for work-related travel Council recommends the vehicle be comprehensively insured and the insurance company notified that the vehicle is being used for work-related travel. If an employee using a privately owned, comprehensively insured vehicle for work-related travel is involved in an accident they may be eligible for reimbursement of the insurance excess. Vehicles not comprehensively insured will not be eligible for reimbursement.

Sick Leave - A medical certificate may be required for any absence and must be provided for sick leave exceeding three working days or absence on the working day before or after a rostered day off, annual leave or public holiday.

Multiskilling - Employees may be directed to carry out any duties consistent with their skills, competence and training provided the duties do not result in de-skilling them.

Risk Management – Employees must comply with risk management policy and procedures.

Employment Status - The successful applicant must provide proof of permission to work in Australia prior to commencement.

Probation Period - In accordance with Federal Government legislation, a six month Probation Period applies.

12. How to Apply » Applications to be submitted through the Casey website at www.casey.vic.gov.au

(preferred), or email to applications@casey.vic.gov.au in Word format.

» Applications are dealt with in the strictest confidence. Details contained in your application will not be conveyed to any person not directly connected with processing your application without your express permission.

» Following the nominated close date, short-listed candidates will be contacted by telephone. The remaining candidates will be notified via email if their application has been unsuccessful.