Full Job Description

Job Description

Location: Melbourne | CBD

Job type: Full time / Until 30 June 2021

Organisation: Department of Health

Salary: $124,033 - $165,983

Occupation: IT and Telecommunications

Reference: VG/DH/CR/1523293

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Application Closes: 5 April 2021

Role: Manager CX & Insights (Role until - 30 June 2021)

Number of vacancies available: 1

Office Location(s): 50 Lonsdale Street/Work from home

Position Summary:
The Voice of Citizen Program will deliver meaningful insights to the COVID 19 Public Health Contact Center Operations department by measuring specific citizen experiences, and by collecting solicited and unsolicited feedback, including structured data and unstructured data, through multitude of citizen contact channels, citizen volumes.

The Manager CX, Quality and Compliance's role will be to provide high level management support to the COVID-19 Public Health Contact Center Operations team's delivery to the Voice of Citizen Program and turn data and insights into strategy and actions.

Responsibilities:
Identifying and analysing customer, portfolio and industry trends to enable data driven decision that would drive not just business improvements but also elevate citizen experience
Experience in identifying and analysing citizen data and touchpoints to understand cause and effects
Supporting the activities associated with the Voice of Customer programs
Analyse and report on customer data to determine trends, insights, and recommend actions for continuous improvement - Data sources will be varied
Partner with front line divisions and inform functions across the business on customer needs, trends, and focus areas
Delivering quality management framework across contact center teams to drive citizen focused out comes
Experience in leading continuous improvement initiatives
Experience in creating and maintaining a Quality Assurance Program
Strong analytical, reporting and consulting skills
Experience working in a Customer Experience or Voice of Customer role
Advanced presentation skills translating data into stories and insights

Strong leadership and interpersonal skills with demonstrated success in influencing senior stakeholders and leading cross functional activities

HOW TO APPLY:
Applicants are encouraged to apply online, submitting a cover letter and a current resume.

Please note: For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

For further information please visit the Department of Health

Click 'Apply Now' to submit your interest in this position.