Job Description

Personnel Area: Customer Services

Branch: Customer Experience

Salary Range: Band 6 $116,089 - $128,453 + Superannuation

(Remuneration stated is for the full-time position)

Work type: Permanent Full-time

Location: Brisbane Square

Our Branch

The Customer Experience Branch is helping shape how Brisbane City Council listens to, understands and responds to the needs of its customers and community.

As Council continues to strengthen its customer experience capabilities, we're investing in new ways of collecting, analysing and sharing customer feedback and operational insights. Our team partners with service areas across Council to turn evidence into action, helping improve services, support decision-making and build a more customer-centred organisation for the people of Brisbane.

This is an exciting time to join a growing and evolving team that embraces innovation, continuous improvement and emerging technologies to deliver meaningful customer outcomes.

The Role

As a Senior Insights Officer, you'll play a key role in helping Council make customer-informed decisions and strengthen customer-centred practices across the organisation. Working across customer insights, Voice of Customer and service improvement initiatives, you'll use customer feedback, research and operational data to uncover opportunities, inform priorities and support better outcomes for Brisbane residents. Working closely with stakeholders across Council, you'll translate complex information into clear, actionable insights that help shape services and experiences. You'll also contribute to the ongoing evolution of Council's customer insights and Voice of Customer capabilities, helping embed customer-informed, evidence-based decision-making across the organisation.

In this role you will:

• analyse customer experience feedback, survey, and operational data, which may be quantitative, qualitative or a combination of both, to identify trends, themes, emerging issues, pain points and improvement opportunities.
• design, build and maintain customer surveys, dashboards, reporting tools and automated workflows within our Customer Feedback Management tool (currently Qualtrics)
• translate customer feedback into practical insights and recommendations that support decision-making and customer-led improvement.
• provide insights and recommendations that help leaders and teams make informed decisions about customer experience, service delivery and improvement priorities.
• cleanse, validate and manage research data to ensure accuracy and integrity.
• partner with stakeholders across Council to understand business needs, share insights and support practical actions that improve customer outcomes and organisational performance.
• contribute to the ongoing enhancement of Council's Voice of Customer program by supporting the design, delivery and continuous improvement of customer listening programs across key service channels and customer touchpoints
• identify opportunities to improve how customer information is collected, analysed, interpreted and shared to support improved business decision-making capabilities.

To be successful you will have:

• experience in Voice of Customer, customer insights, customer experience, market research or analytics
• strong analytical and Excel skills, with the ability to interpret qualitative and quantitative data and translate it into meaningful insights
• experience using customer feedback platforms such as Qualtrics, or the ability to quickly adapt and learn survey and reporting platforms
• ability to communicate insights through clear reporting and data storytelling
• the ability to organise work, manage competing priorities and deliver accurate work under pressure
• confidence using AI-enabled tools, automation and emerging technologies to support analysis, identify efficiencies and generate insights
• strong stakeholder engagement and organisational skills.
• sound judgement, curiosity and high attention to detail
• an interest in helping build customer insight capability and customer-centred decision making across a large and complex organisation.

Highly regarded:

• Qualtrics certification (desirable) and experience using Qualtrics or other customer feedback management platforms.
• qualifications or demonstrated experience in analytics, statistics, data science or data visualisation.

Benefits of working for Council include:

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary.

Benefits of working for Council: CLICK HERE[CS1]

How to apply: Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

This role will require a Criminal History Check, or you may be required to undertake a pre-employment medical assessment to assess your ability to perform the genuine occupational requirements of the role.

For more information: Please call Anna Bellis on 3178 1902.

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Wednesday 21st October 2026 at 11:55pm AEST.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

Council and its employees must follow the Public Sector Ethics Act 1994 (Qld) and the Code of Conduct. This means employees are expected to act with honesty, fairness, and always prioritise the public interest over personal or private gain. The Code of Conduct requires employees to openly disclose any other work they do outside of Council — including paid or unpaid employment, operating their own business or volunteering in certain circumstances — and to manage any conflicts of interest or other risks (such as fatigue) in a way that puts the public interest first. Maintaining employment outside Council does not preclude you from being considered for roles within Council.