Customer Experience Systems Analyst

Join Our Team as a Customer Experience (CX) Systems Analyst

Are you a detail-oriented problem solver with a passion for customer experience and system optimisation? Do you thrive in an analytical role where your expertise can drive real change? If so, we want to hear from you.

Banyule City Council is on the lookout for a CX Systems Analyst to play a crucial role in delivering key actions from our CX Strategy. You’ll be the go-to expert for Customer Relationship Management (CRM) analysis, system administration, and workflow improvements, ensuring that our CX systems operate at peak performance.

This is a temporary part time job share opportunity, commencing in May 2025 for 12 months working 22.8 hours per week (we are flexible on the number of days/spread of hours and this can be discussed and agreed).

Why you'll love this role

You’ll be delivering support and improvements for Council’s customer experience systems, making this a great opportunity to directly impact front line customer service by engaging with teams on system improvements. You’ll deliver technical advice in the analysis of customer experience systems, ensuring organisational-wide adherence to customer experience system processes. This is a job share role working on the systems aspects of our CX strategy, part of a supportive team with a great culture.

You’ll use your in-depth knowledge and experience of business analysis, reporting requirements, system analysis and system improvements (such as managing customer request types and workflow configuration) to help us be at the forefront of transforming local government CX systems.

What you’ll do

• Support the delivery of key actions within the Council-wide Customer Experience (CX) Strategy.
• Deliver technical advice in the analysis and administration of CX Systems.
• Engage with key stakeholders to determine their needs and customise accordingly, ensuring that the CX systems are being maximised to full potential.
• Advise on new technologies and implement system enhancements in line with CX System guidelines and business requirements

What you'll bring/what we are looking for

The ideal candidate will have:

• A tertiary qualification in IT or business-related discipline and/ or several years relevant experience managing systems including user permissions, customer data, customer requests and workflow configuration.
• Superior skills in analytical reasoning and communication of key findings and recommended actions.
• Confidence in representing the team at meetings with key stakeholders at all levels.
• A proven ability to translate complex business requirements to technical requirements for IT partners.
• The ability to develop strong working relationships and pro-actively collaborate with all areas of an organisation to facilitate a positive customer experience.

We offer:

• A temporary (12 months job share) position, working part time 22.8 hours per week (0.6 EFT)
• Flexibility with the days/hours worked - let's talk about what works.
• Salary $63,434.89 to $70,771.92 per annum plus super (for comparison at full time this would be $105,724.83 to $117,953.20 per annum)
• Opportunities to lead initiatives and enhance front line services.
• Dynamic team, working in a collaborative, inclusive, and progressive work environment.
• Flexible work with a hybrid working environment.
• Professional growth and development opportunities to support your career aspirations.

Ready to make an impact?

Your analytical mindset, technical expertise, and customer-focused approach will help shape the future of our CX systems - apply now.

How to apply

Please submit your resume and a cover letter (maximum of two pages) setting out your achievements aligned to the key selection criteria of the position description. Please also reply to the question in the application form.

For more information about this position please view the position description.

If you have any questions about the opportunity, please contact Joseph Linnestad on 03 9455 8816. Applications close: 21 April 2025 at 11:45 PM.

Why choose Banyule? At Banyule City Council, we value innovation, collaboration, and professional growth. Banyule City Council is an Equal Opportunity Employer; we value diversity and inclusion, and we welcome candidates from all backgrounds. If you have a reasonable adjustment, support, or access requirement, we encourage you to inform us through your application or email employment@banyule.vic.gov.au

Our Values: Our employees align their careers with Banyule because they share our values of respect, integrity, responsibility, initiative, and inclusion. They thrive in our strong learning and development culture, and the positive way we work in partnership with the community. You will share our values and have a passion for helping a community of over 130,000 residents to live happier, healthier and more connected lives, all while growing your skills and advancing your career. We look forward to you starting the next chapter of your career at Banyule Council.

Diversity Statement: Our community is made up of diverse, cultures, beliefs, abilities, bodies, sexualities, ages, and genders. We are committed to access, equity, participation, and rights for everyone: principles that empower, foster harmony, and increase the well-being of an inclusive community.

To discover more about Banyule's commitment to advancing gender equality in the workplace, please find Banyule's Workplace Gender Equality Action Plan 2021-2025.

Acknowledgment of the Traditional Custodians: Banyule City Council is proud to acknowledge the Wurundjeri Woi-wurrung people as Traditional Custodians of the land and we pay respect to all Aboriginal and Torres Strait Islander Elders, past, present and emerging, who have resided in the area and have been an integral part of the region’s history.

Banyule City Council endorses the Uluru Statement from the Heart in full and accepts the invitation to walk with First Nations peoples, to a better future for us all.

Child Safe Standards Statement of Commitment: Banyule City Council is a child-safe organisation committed to the safety and well-being of children.

Council has a zero tolerance for child abuse. All allegations and safety concerns will be treated seriously and acted upon. As a child-safe organisation we are committed to providing a child-safe environment where children feel safe, are empowered, valued and protected. Council will actively listen to children, ensuring their voices are heard and considered in decisions that affect their lives.