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Manager Cx & Insights (Vpsg6)

Department of Health - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


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: 28 April 2021

Role: Manager CX & Insights (until 31 Decemeber 2021)

Number of vacancies available: 1

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

Position Summary:

The Manager CX and Insights role will be to provide high level management support to the COVID-19 Public Health Contact Center Performance and Programs team's delivery of Voice of Citizen Program by turning data and insights into strategy and actions.

The Voice of Citizen Program will deliver meaningful to the department by measuring specific citizen experiences, and by collecting and reviewing citizen feedback & data, through various sources and channels.


  • Ability to turn data and insights into tangible impacts through a data driven approach.

  • 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.
  • Advanced presentation skills translating data into stories and insights.
  • Analyse and report on citizen 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.
  • Experience in leading continuous improvement initiatives.
  • Strong analytical, reporting and consulting skills.
  • Experience working in a Citizen/Customer Experience or Voice of Citizen/Customer role.


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.

Melbourne, VIC

Government, Defence & Emergency


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