Voice of the Customer Lead
- Lead our customer insight strategy and champion a customer centric culture
- Flexible working conditions
- Salary from $110,910.54 to $120,054.70 per annum + 12% super
- Temporary full time, (up to 2 years), 35 hours per week
About us:
We are not your usual, we are upbeat, resourceful and determined. Our staff and community are at the core of what we do which is why we are looking for new ways to work together and serve our community through exceptional customer experience.
Naturally welcoming, we share good-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started!
About the role:
In this role, you will lead the design, implementation, and optimisation of a comprehensive Voice of Customer (VoC) program that captures, analyses, and operationalises community insights across the organisation. You will integrate Council’s customer solutions, including the contact centre solution and CRM, with the VoC platform to support organisation-wide surveys and sentiment analysis. Working in partnership with leaders and teams, you will translate customer feedback into measurable service improvements and build capability across the organisation by training and empowering staff to confidently engage with, interpret, and act on customer insights.
To succeed in this role you will demonstrate the following key skills and attributes:
- Tertiary qualifications in Business, Data, Communications, Marketing, UX Design or equivalent
- Demonstrated experience in establishing or evolving a Voice of Customer program, service design or insight role
- Experience with CX platforms, CRM systems and/or survey tools
- Strong expertise in recommending which CX metrics deliver success, customer journey mapping and analytics
- Highly developed interpersonal, negotiation and communication skills, including high level engagement, and team management skills with the ability to build relationships with staff, customers and stakeholders
- Excellent communication, storytelling and executive presentation skills
- Experience working in complex organisations (government or large enterprise highly regarded)
- Commitment to living our values of respect, integrity, teamwork, trust and optimism. It is through respect, integrity and teamwork that we build trust and create optimism for Campbelltown’s future.
As a member of our friendly and passionate team, you’ll receive the following benefits:
•Temporary full time, (up to 2 years), 35 hours per week
• Salary range from $110,910.54 to $120,054.70 per annum + 12% super
• Generous leave provisions
• Generous professional development opportunities
• Fortnightly pay
• Onsite parking and convenient office location directly opposite Campbelltown Station
Contact: For further information on this position, please contact Jaime Nelson, Manager Customer Experience on +61 2 4645 4172
Applications close: Sunday 31 May 2026
Sound like you? Apply now!
Campbelltown City Council is an Equal Employment Opportunity employer and values the unique contributions of all people. Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people with a disability are encouraged to apply.
Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.
Campbelltown City Council is committed to ensuring that children and young people in our services and community are safe, respected and empowered. Campbelltown City Council upholds our commitment as a child safe organisation and champions child safety within our community.
