Customer Relations PD Data and Insight Analyst
Customer Relations PD Data and Insight Analyst
Position details
Team context
The Finance and Corporate Division comprises the following key functional areas with organisation-wide
impact on effectiveness of the organisation:
CityLab
Finance, Rates and Investment
Legal
Customer Relations
Technology, Innovation and Data
Procurement and Contract Management
The Customer Relations branch purpose is to make a difference for the City and its people. The vision is to
anticipate our customers’ needs before they do by putting them at the centre of everything the organisation
does. The branch applies its unique understanding of customer and its knowledge of the organisation to
deliver a positive and efficient customer care service. The branch partners with the organisation to realise
the best customer experience possible. The branch has three core functions.
The Contact Centre service are experts in customer service, find solutions for customers and partner with
colleagues and service providers to deliver easy and seamless customer experiences.
The Data and Insights team governs customer data and systems to ensure they are fit for purpose, current
and accurate. The team manages a comprehensive customer listening program, prioritising and sharing
insights to inform organisational decision making and guide improvement initiatives.
The Customer Experience team is driven by customer insights, research and data. The team partners with
other parts of the organisation to design outstanding experiences for customers.
CoM aspires to a culture which is humanistic and encouraging, self-actualising, affiliative and achievement
focused. We focus on culture because we know that a constructive culture is good for our wellbeing as well
as our ability to deliver high quality outcomes.
We measure our performance against the desired culture using the Human Synergistics tool, the
“Organisational Culture Inventory” (OCI).
Our ICARE values (integrity, courage, accountability, respect and excellence) are the foundation for our
behaviour for ourselves and our teams.
Position purpose
The Data and Insight Analyst will play a pivotal role in analysing data from multiple sources using statistical
modelling to identify and provide valuable insights and championing data-driven decision-making to improve
customer experience. The Data and Insight Analyst will contribute to designing improved customer
experiences across the organisation, with a particular focus on analysing current and future state models,
identifying operational efficiencies, improving customer value and developing robust business cases.
The Data and Insight Analyst has functional and strategic responsibility to objectively review and
constructively challenge existing operating models as well as proposed future state operating models.
Position accountabilities
Undertake current state analysis (e.g. customer experience, service fulfilment, operating models,
qualitative and quantitative data) to understand existing processes and performance with a data focus.
Analyse and interrogate future state models to determine feasibility and viability of proposed changes
and translate this analysis into robust business cases using data as evidence to back the change.
Contribute to the ongoing collection and analysis of data to support the cost-to-serve (customer) model.
Analyse data to identify opportunities to eliminate non-value add processes, shift low-value processes to
digital and enhance customer relationships and experience.
Develop and implement a process to assess and report on the impact of the implementation of the
service model future state on business areas’ performance.
Produce and prepare high quality written reports and recommendations in collaboration with key
partners.
Work collaboratively with a range of teams across City of Melbourne, and take a “knowledge transfer”
approach to help accelerate and embed customer centricity across the organisation.
Develop productive strategic relationships with project delivery partners and key decision-makers –
internal and external – effectively negotiating and influencing outcomes aligned with strategic objectives
and helping to drive improved collaboration and customer centricity.
Follow the CoM project and change management frameworks to lead reviews and ensure they are well
planned, executed within agreed deadlines and deliver the intended benefits.
Provide regular communication updates and project status reports as required to the branch leadership,
teams and stakeholders.
Communication:
The position is required to prepare high-quality business cases, briefing notes, presentations, project plans,
emails, website copy and other forms of communication. It is expected these will be in clear, plain English
and appropriate to the reader, which may include the Councillors, the CEO, Executive Leadership Team and
public. Therefore the ability to communicate complex information in a simple way is a significant skill of the
incumbent.
The position will also collaborate effectively with people at all levels and take into account data and different
points of views when assessing making decisions.
The ability to build effective relationships and facilitate cooperation through strong collaborations and
partnerships, to achieve outcomes and effectively manage expectations is a key requisite for success.
Judgment:
The position requires the ability to work effectively in a highly complex and political environment and requires
a high level of negotiation and influencing skills and excellent communication and interpersonal skills to
maintain productive working relationships with key internal stakeholders.
The Data and Insight Analyst will collaborate with the branch team members to develop a work program
based on broad objectives and strategy. The Data and Insight Analyst is responsible and accountable for the
day-to-day work decisions allocated to them through the work program. While undertaking work according to
the agreed program, the role is also expected to think innovatively and generate alternative approaches if
needed.
The position is expected to keep the team, branch leaders and their people leader informed of activities,
progress and any unusual or emerging issues.
Selection criteria
All CoM employees will demonstrate an ability to articulate and demonstrate benefits of positive culture and
values.
Demonstrated ability to extract, analyse, visualise and present data from a broad range of structured and
unstructured data environments.
Demonstrated experience with, and keen interest in, Human-Centered Design, improvement and
innovation practices.
Ability to confidently liaise internally and externally to build relationships, influence, gain and share
knowledge and experience and, where necessary, discuss and resolve issues.
The reference to the Inherent Physical Requirements for this position is DM# 9233657.
CoM’s vision is to be a leading organisation for a leading city. CoM fosters a workplace that is stimulating,
constructive, flexible, diverse and inclusive and that achieves high quality outcomes for the Council,
customers and our community. We recognise that a constructive culture brings out the best in our people.
We strive to meet the demands of our employees’ professional lives while they can accomplish their priorities
outside of work and have a positive work life balance.
We strive to make our organisation agile, with the ability for our work teams to adapt and change based on
the evolving needs of CoM. To keep pace with our customers and our changing city, we need a resilient,
adaptable, accountable, diverse and inclusive workforce that reflects our community and is committed to
excellence.
We establish challenging but realistic goals, develop plans to reach those goals, pursue them with
enthusiasm, and are accountable for their achievement. We want our employees to get enjoyment from their
work, develop themselves, and take on new and interesting activities whether they are within CoM or outside
of CoM. We want our workforce to be supportive, helpful and open in their dealings with each other, through
open communication, cooperation, and the effective coordination of activities.