At a Glance
- Tasks: Lead and improve the Voice of Customer program, analysing feedback to drive service enhancements.
- Company: Mornington Peninsula Shire, a vibrant workplace focused on community wellbeing.
- Benefits: Enjoy work-life balance, flexible arrangements, and generous leave provisions.
- Other info: Join a diverse team committed to innovation and continuous improvement.
- Why this job: Make a real impact by shaping customer experiences in a supportive environment.
- Qualifications: Experience in customer experience, analytics, and strong communication skills required.
The predicted salary is between 108263 - 108263 $ per year.
Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge. The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1,000 employees, it is a busy and vibrant workplace.
What’s on Offer:
- Work Life Balance – We offer a hybrid working model, flexible working arrangements and generous leave provisions.
- Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence.
- Security – Permanent full-time role, rotating between our Rosebud, Mornington & Hastings Offices. Band 6 - $99,732 - $108,263 per annum (excl. super).
- Leadership – Contribute to the strategic outcomes delivered by Mornington Peninsula Shire with an organisation who focuses on our people and the community.
About the Role:
Reporting to the Head of Customer Experience the core responsibilities include:
- Lead and continuously improve Council’s Voice of Customer program.
- Analyse customer feedback, service data and trends to identify insights and opportunities.
- Develop reports and recommendations that support evidence-based decision making.
- Partner with stakeholders to embed customer insights into service design and improvement initiatives.
- Maintain governance, reporting and action tracking processes.
About You:
- Relevant qualifications and/or experience in customer experience, service improvement, insights, analytics, research, project coordination or a related discipline.
- Strong ability to analyse customer feedback and service data to drive measurable outcomes.
- Excellent written and verbal communication skills with the ability to present insights to diverse audiences.
- Proven experience building collaborative relationships and coordinating initiatives across teams.
- Passion for customer-centred service delivery, innovation and continuous improvement.
The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups.
Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and Nationally Coordinated Criminal History Check (NCCHC). Applicants must have valid Australian work rights.
For a confidential discussion about this opportunity, please contact: Lachlan MacDonald, Head of Customer Experience on 0431 868 *** or via email on: ***************@mornpen.vic.gov.au
Applications Close: 5pm, Friday 16 October 2026.
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Voice of Customer Specialist in Mornington employer: Mornington Peninsula Shire
Mornington Peninsula Shire is an exceptional employer, offering a vibrant and inclusive work culture that prioritises employee wellbeing and community engagement. With flexible working arrangements and a commitment to professional growth, employees can thrive in their roles while contributing to the strategic outcomes of a diverse and beautiful region. The Shire's dedication to integrity, openness, and respect creates a supportive environment where every team member can make a meaningful impact.
Contact Details:
Mornington Peninsula Shire Recruitment Team
