Customer Experience Design Researcher

📍 Job Overview

Job Title: Customer Experience Design Researcher

Company: City of Casey

Location: Narre Warren, Victoria, Australia (Hybrid & Flexible Working Options)

Job Type: Full-Time, Temporary (Limited Tenure to July 2027)

Category: Customer Experience, Design Research, Operations Strategy

Date Posted: July 30, 2026

Experience Level: 5-10 Years

🚀 Role Summary

• Lead customer research initiatives to uncover deep insights into user behaviors, needs, and pain points across diverse service areas.

• Develop comprehensive journey maps and visual storytelling artifacts to articulate customer experiences and influence strategic decision-making.

• Synthesize qualitative and quantitative data to provide evidence-based recommendations for measurable service improvements.

• Champion customer-centred thinking and collaborate cross-functionally to embed a customer-first approach throughout the organization.

• Drive operational efficiency and effectiveness by enabling services to prioritize and implement impactful customer experience enhancements.

📝 Enhancement Note: This role, while titled "Customer Experience Design Researcher," has significant implications for Revenue and Sales Operations by focusing on understanding and improving customer journeys, which directly impacts customer retention, satisfaction, and ultimately, revenue. The emphasis on data synthesis, process problem-solving, and cross-functional collaboration aligns strongly with core operations functions.

📈 Primary Responsibilities

• Plan, design, and execute qualitative and quantitative research activities to gather insights into customer needs, behaviors, and current-state experiences.

• Lead the analysis of complex customer data sets, including quantitative metrics and qualitative feedback, to identify trends, patterns, and actionable insights.

• Develop compelling visual narratives and journey maps that clearly communicate customer stories, pain points, and opportunities for improvement.

• Facilitate workshops and collaborative sessions with stakeholders across various service areas to align understanding and co-create future-state customer experiences.

• Partner with business improvement functions and service delivery teams to translate research findings into prioritized, measurable improvements that enhance customer outcomes and organizational efficiency.

• Conduct business process problem-solving by leveraging data collection and analysis to identify root causes and recommend effective solutions.

• Report writing and presentation of research findings, insights, and recommendations to diverse stakeholder groups, including senior leadership.

• Champion customer-centric design principles and advocate for customer needs throughout the organization's strategic planning and service delivery processes.

📝 Enhancement Note: The core responsibilities highlight a strong focus on data synthesis, process analysis, and cross-functional collaboration, which are critical components of effective Revenue Operations and Sales Operations. The ability to translate research into actionable recommendations and drive measurable improvements directly impacts operational efficiency and revenue generation.

🎓 Skills & Qualifications

Education: Tertiary qualification with relevant experience, or lesser formal qualifications with substantial experience in a similar position.

Experience:

• Minimum 5-10 years of demonstrated experience in customer experience improvement disciplines.

• Proven track record in designing and conducting both qualitative and quantitative research activities.

• Experience in business process problem-solving, underpinned by robust data collection and analysis. Required Skills:

• Customer Experience Design: Deep understanding of CX principles and methodologies for designing and improving customer journeys.

• Qualitative Research: Proficiency in user interviews, focus groups, usability testing, and other qualitative data gathering techniques.

• Quantitative Research: Ability to design surveys, analyze survey data, and interpret statistical information to identify trends and validate qualitative findings.

• Data Analysis & Synthesis: Strong skills in reading, interpreting, and explaining quantitative data, and synthesizing diverse data sets into coherent insights.

• Journey Mapping: Expertise in creating detailed customer journey maps that visualize current and future states, highlighting pain points and opportunities.

• Visual Storytelling: Ability to translate complex data and insights into engaging visual formats and compelling narratives.

• Stakeholder Engagement & Influence: Demonstrated ability to build rapport, engage, and influence a diverse range of stakeholders, from frontline staff to senior management.

• Report Writing: Excellent written communication skills for producing clear, concise, and impactful research reports.

• Business Process Problem Solving: Experience in analyzing business processes, identifying inefficiencies, and recommending data-driven solutions.

• Workshop Facilitation: Ability to design and lead effective workshops and collaborative sessions.

• Customer-Centred Thinking: A genuine passion for understanding and advocating for the customer.

• Collaboration & Teamwork: A curious, collaborative, and inclusive community mindset.

Preferred Skills:

• Experience within the government or public sector.

• Familiarity with service design frameworks and methodologies.

• Knowledge of CRM systems and their role in customer journey management.

• Experience with specific CX research and analytics platforms.

• Project management skills for research initiatives.

📝 Enhancement Note: The emphasis on data analysis, business process problem-solving, and stakeholder influence is highly relevant for operations roles. The ability to translate research into actionable insights that improve customer journeys directly supports revenue growth and operational efficiency, making this a valuable skill set for operations professionals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of CX Improvement: Showcase projects where research insights directly led to measurable improvements in customer satisfaction, efficiency, or retention.

• Journey Mapping Examples: Provide examples of detailed customer journey maps, illustrating current-state analysis and proposed future-state improvements.

• Data Synthesis & Reporting: Include samples of how complex qualitative and quantitative data were synthesized into clear, actionable insights and presented to stakeholders.

• Process Improvement Initiatives: Demonstrate instances where your research informed significant business process changes or optimizations.

• Stakeholder Collaboration Artifacts: Examples of how you engaged and influenced stakeholders, perhaps through workshop outputs or collaborative design documents.

Process Documentation:

• Research Design & Methodology: Clearly articulate your process for planning and executing research projects, including ethical considerations and participant recruitment.

• Insight Synthesis Framework: Detail your approach to analyzing and synthesizing diverse data sources into meaningful insights.

• Recommendation Development: Outline your process for translating insights into concrete, evidence-based recommendations for service and process improvements.

• Impact Measurement: Demonstrate how you tracked and measured the impact of implemented changes on customer experience and business outcomes.

📝 Enhancement Note: For operations roles, a portfolio demonstrating the ability to analyze complex data, design efficient processes, and drive measurable improvements is crucial. This section emphasizes the need to showcase concrete examples of process optimization and impact, directly aligning with the goals of Revenue Operations and Sales Operations.

💵 Compensation & Benefits

Salary Range: AUD $102,667 - $111,908 + Superannuation per annum (based on experience, Band 6)

Benefits:

• Hybrid Work & Flexibility: Enjoy a hybrid work model with flexible working options, including compressed working hours and the option to purchase additional leave.

• Monthly RDO: Full-time employees working 40-hour weeks receive a monthly RDO (Regular Day Off).

• Reproductive Health Leave: Up to 5 days of paid leave to support employees experiencing reproductive health matters.

• THRIVE Wellbeing Program: Access a comprehensive suite of wellbeing initiatives, learning opportunities, and resources.

• Confidential Counselling: 24/7 confidential counselling services available for employees and their immediate family.

• Family-Friendly Leave: Includes 16 weeks paid primary caregiver leave.

• Professional Development: Ongoing opportunities for skill enhancement and career advancement.

• Health & Wellness: Free Workout Wednesdays, discounted gym memberships, and an onsite café.

• Private Health Discounts: Access to local government health plan discounts.

• Modern Workspace: Work in a stunning, architecturally designed workspace with free coffee, a community library, and free parking.

• Paid Christmas Shut Down Leave: Enjoy a break during the Christmas period.

Working Hours: 40 hours per week, with flexible arrangements available.

📝 Enhancement Note: The salary range provided is competitive for a research and analysis role within the Australian public sector, particularly in the Melbourne region. The comprehensive benefits package, including significant flexibility and wellbeing support, reflects a modern employer valuing work-life balance, which is increasingly important for operations professionals seeking sustainable careers.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (Local Government)

Company Size: Large (Likely 1,000+ employees based on the scale of operations for a major council)

Founded: The City of Casey was established in 1994 through the amalgamation of the Cities of Berwick and Cranbourne, and parts of the Shire of Pakenham.

Team Structure:

• Reporting: The role reports to the Head of Customer Experience, indicating a dedicated function focused on customer insights and service improvement.

• Collaboration: Works closely with a CX Design Lead and collaborates with various service areas, business improvement functions, and cross-functional teams. This implies a matrixed or project-based collaboration model.

• Specialization: The CX team likely comprises specialists in research, design, and potentially data analysis, working to embed customer-centricity across the organization.

Methodology:

• Data-Driven Decision Making: Emphasis on using qualitative and quantitative data to understand customer needs and inform service delivery.

• Customer-Centred Design: A core philosophy of designing services and processes with the customer at the forefront.

• Continuous Improvement: Focus on identifying and implementing measurable improvements to enhance customer experiences and operational efficiency.

• Collaborative Approach: Encourages cross-functional teamwork and shared understanding of customer challenges and solutions.

Company Website: https://www.casey.vic.gov.au/

📝 Enhancement Note: Working within a local government context means the impact of this role is directly on community services and public engagement. For operations professionals, this offers a unique opportunity to apply their skills in a public service environment, focusing on efficiency, accessibility, and citizen satisfaction, which can be a rewarding career path.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a specialist contributor, focusing on deep research and analysis within the customer experience domain. While not a direct management role, it offers significant influence through data-driven insights and recommendations, impacting operational strategies.

Reporting Structure: Reports to the Head of Customer Experience, providing direct exposure to senior leadership and strategic CX initiatives. The role also involves significant collaboration with various service managers and teams across the council.

Operations Impact: The primary impact is on enhancing the customer journey for residents and businesses interacting with the City of Casey. This translates to improved service delivery, increased citizen satisfaction, and potentially more efficient use of public resources through optimized processes. For operations professionals, understanding this citizen-centric impact is key.

Growth Opportunities:

• CX Specialization: Deepen expertise in customer experience research, design, and strategy within a large public sector organization.

• Cross-Functional Leadership: Develop skills in influencing and leading initiatives across multiple departments without direct authority.

• Data Analytics & Insights: Enhance capabilities in synthesizing complex data and translating it into strategic recommendations.

• Public Sector Operations: Gain valuable experience and insights into the unique operational challenges and opportunities within local government.

• Potential for Senior Roles: Successful performance could lead to opportunities in senior CX roles, service improvement leadership, or broader operational management positions within the City of Casey or similar organizations.

📝 Enhancement Note: This role offers a pathway to specialize in customer-centric operations within the public sector. The skills developed in data analysis, process improvement, and stakeholder influence are highly transferable to broader Revenue Operations and Sales Operations roles, particularly those focused on customer lifecycle management and service optimization.

🌐 Work Environment

Office Type: Hybrid and Flexible Working Options, activity-based working model ("Our Ways of Working - OWOW").

Office Location(s): Primarily based at Bunjil Place in Narre Warren, Victoria, a modern, architecturally designed workplace.

Workspace Context:

• Collaborative Spaces: The OWOW model encourages working in diverse spaces designed for collaboration, individual focus, and team interaction.

• Technology Enabled: Assumes access to modern technology and digital tools to support hybrid and activity-based working.

• Team Interaction: Opportunities for regular interaction with the CX team and cross-functional colleagues, both in person and virtually.

Work Schedule: Standard 40-hour work week with significant flexibility, including hybrid arrangements and the possibility of compressed hours. This allows for focused work blocks and integration of personal commitments.

📝 Enhancement Note: The emphasis on hybrid and activity-based working is a key differentiator. For operations professionals, this environment requires strong self-management, excellent virtual communication skills, and the ability to adapt to different work settings to maintain productivity and collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application, cover letter, and resume, with a focus on demonstrated experience in CX research and applicable skills.

• Interview 1 (Panel/Hiring Manager): Discussion of your background, experience, and approach to CX research, data analysis, and stakeholder engagement. Expect behavioral questions related to problem-solving and collaboration.

• Portfolio Presentation/Case Study: A key component will likely involve presenting a portfolio showcasing relevant research projects, journey maps, and data analysis outcomes. You may be asked to walk through a specific case study demonstrating your process and impact.

• Interview 2 (Senior Leadership/Cross-functional): Further assessment of cultural fit, strategic thinking, and ability to influence across the organization.

Portfolio Review Tips:

• Showcase Impact: Focus on projects where your research led to tangible, measurable improvements in customer experience or operational efficiency. Quantify results whenever possible (e.g., "reduced customer wait times by X%", "improved satisfaction scores by Y%").

• Detail Your Process: Clearly articulate your research methodology, data synthesis techniques, and how you translated insights into actionable recommendations.

• Visual Clarity: Present journey maps and data visualizations that are clear, concise, and effectively communicate complex information.

• Stakeholder Management Examples: Highlight instances where you successfully engaged and influenced diverse stakeholders to adopt your recommendations.

• Tailor to the Role: Emphasize experience relevant to public sector service delivery and community engagement.

Challenge Preparation:

• CX Scenario Analysis: Be prepared to discuss how you would approach a hypothetical CX challenge faced by the City of Casey (e.g., improving digital service adoption, streamlining a specific resident interaction).

• Data Interpretation: You might be presented with a data set or scenario and asked to interpret it and propose next steps.

• Stakeholder Management Scenarios: Prepare examples of how you've managed conflicting stakeholder priorities or gained buy-in for research-backed initiatives.

📝 Enhancement Note: For operations roles, a portfolio demonstrating the ability to analyze complex data, identify process inefficiencies, and drive measurable improvements is paramount. The City of Casey will likely look for evidence of how your research translates into actionable operational changes that benefit both citizens and the organization's efficiency.

🛠 Tools & Technology Stack

Primary Tools:

• Qualitative Research Tools: Potentially tools for user interviews (e.g., Zoom, Microsoft Teams), online surveys (e.g., SurveyMonkey, Qualtrics), and usability testing platforms.

• Quantitative Analysis Tools: Statistical software (e.g., SPSS, R, Python libraries like Pandas) or advanced Excel functions for data analysis.

• Data Visualization Tools: Tableau, Power BI, or similar for creating dashboards and reports to communicate insights effectively.

• Journey Mapping Software: Tools like Miro, Lucidchart, Smaply, or dedicated CX platforms for creating and sharing journey maps.

Analytics & Reporting:

• CRM Systems: While not explicitly mentioned, understanding how CRM data (e.g., Salesforce, Microsoft Dynamics) can inform customer research is beneficial.

• Business Intelligence Platforms: Familiarity with BI tools used within the organization for broader data analysis.

• Reporting Suites: Proficiency in generating reports using standard office software (e.g., Microsoft Office Suite - Word, Excel, PowerPoint).

CRM & Automation:

• Internal Council Systems: Awareness of how various internal systems (e.g., citizen service portals, asset management systems) feed into the overall customer experience.

• Collaboration Tools: Microsoft Teams, Slack, or similar for team communication and project collaboration.

📝 Enhancement Note: Proficiency with data analysis and visualization tools is critical for this role, mirroring the needs of many operations roles. The ability to extract insights from various data sources and present them clearly is a core operational skill. Familiarity with journey mapping and collaboration tools further enhances operational effectiveness.

👥 Team Culture & Values

Operations Values:

• Dream Big: Encourages innovative thinking and ambitious goals for improving community services and experiences.

• Empower Each Other: Fosters a supportive environment where team members collaborate, share knowledge, and help each other succeed.

• Make Our Community Proud: A strong focus on delivering high-quality services and making a positive impact on the lives of residents and businesses.

Collaboration Style:

• Cross-Functional Integration: Actively seeks collaboration with diverse teams (e.g., service delivery, IT, communications, business improvement) to ensure a holistic approach to CX.

• Data-Informed Dialogue: Encourages discussions grounded in research findings and data analysis to drive consensus and decision-making.

• Open Communication: Values transparency and open feedback to continuously improve processes and outcomes.

📝 Enhancement Note: The emphasis on "Dream Big" and "Make Our Community Proud" suggests an organization driven by purpose and impact. For operations professionals, this means aligning process improvements and efficiency gains with tangible community benefits, adding a layer of meaning to operational work.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Adapting research and recommendations to the specific processes and approval pathways within a large local government organization.

• Data Silos: Overcoming challenges in accessing and integrating data from disparate internal systems across various council departments.

• Stakeholder Alignment: Gaining consensus and buy-in from a wide range of stakeholders with potentially competing priorities and perspectives.

• Measuring Long-Term Impact: Demonstrating the sustained value and ROI of CX initiatives in a public service context, which may have different success metrics than private enterprise.

• Limited Tenure: Working within a fixed-term contract requires a focused and results-oriented approach to maximize impact within the given timeframe.

Learning & Development Opportunities:

• Public Sector CX Best Practices: Gain specialized knowledge in applying CX principles within a government context.

• Advanced Research Techniques: Opportunity to refine skills in both qualitative and quantitative research methodologies.

• Cross-Departmental Exposure: Broaden understanding of various council functions and how they interact with citizens.

• Strategic Influence: Develop capabilities in presenting insights and influencing strategic decisions at a senior level.

• Mentorship: Potential to learn from experienced CX professionals and leaders within the City of Casey.

📝 Enhancement Note: The challenges presented are common in large organizations and particularly in the public sector. For operations professionals, these highlight the need for strong change management, communication, and adaptability skills, which are transferable to any complex operational environment.

💡 Interview Preparation

Strategy Questions:

• How would you approach understanding the primary pain points for residents interacting with the City of Casey's digital services?

• Describe your process for synthesizing qualitative feedback and quantitative usage data to identify key areas for service improvement.

• How do you ensure your research findings are actionable and effectively communicated to diverse stakeholder groups, including those with limited research experience? Company & Culture Questions:

• What interests you specifically about conducting customer experience research within the local government sector, and for the City of Casey?

• How do you embody the values of "Dream Big, Empower Each Other, Make Our Community Proud" in your work?

• How would you foster collaboration between the CX team and operational service delivery teams? Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your approach (research methodology), the insights you uncovered, the recommendations you made, and the measurable outcomes achieved.

• Highlight Operational Impact: Emphasize how your research directly influenced process improvements, service delivery changes, or efficiency gains.

• Be Data-Driven: Showcase your ability to analyze and interpret data, using charts and visuals effectively to support your points.

• Explain Your Role: Clearly define your specific contributions within team projects.

• Prepare for Q&A: Anticipate questions about your methodology, challenges faced, and how you would handle specific scenarios relevant to the City of Casey's operations.

📝 Enhancement Note: Operations candidates should prepare to discuss how their research and analytical skills can directly contribute to operational efficiency, cost savings, and revenue-generating activities (even indirectly, through improved citizen engagement and service delivery). Quantifying impact will be key.

📌 Application Steps

To apply for this Customer Experience Design Researcher position:

• Submit your application online through the City of Casey's careers portal by Sunday, August 9, 2026, at 11:55 pm.

• Tailor Your Cover Letter: Clearly articulate your passion for customer experience, your relevant research and analysis skills, and why you are drawn to working within the public sector and for the City of Casey. Highlight how your experience aligns with the "Dream Big, Empower Each Other, Make Our Community Proud" values.

• Optimize Your Resume: Ensure your resume highlights specific achievements in qualitative and quantitative research, data synthesis, journey mapping, stakeholder engagement, and business process improvement. Use keywords from the job description.

• Prepare Your Portfolio: Curate a portfolio that showcases your best work, focusing on case studies with measurable impact. Be ready to present specific examples during the interview process.

• Research the City of Casey: Familiarize yourself with the City of Casey's services, strategic priorities, and community engagement initiatives. Understand their commitment to diversity and inclusion.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.