Customer Experience and Analytics Manager

▲ Are you looking to extend your knowledge of spatial information?
▲ Are you looking to provide direction for the development for the Vicmap product suite?
▲ 3 year fixed term role
▲Melbourne CBD location, close to Parliament Railway Station
Job Details
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Department: Department of Environment, Land, Water and Planning
Work Type: Fixed Term - Flexible
Job Function: Land Management
Classification: VPSG5
Work Location: Melbourne - CBD
Reference: VG/931918
Closing Date: 25-Nov-2018
Salary Range: $95,275 - $115,276
Job Duration: 3 years
Attachments: 931918 - Customer Experience & Analytics Manager VPS G 5 PD November 2018.pdf (PDF, 162KB)
Job Specification

Contact: Manager - Vicmap Data Services
John Gallagher 0412 557 582

Position Details

The Department of Environment, Land, Water and Planning (DELWP) brings together Victoria's planning, local government, environment, energy, suburban development, forests, emergency management, climate change and water functions into a single department to strengthen connections between the environment, community, industry and economy. It is tasked with ensuring that Victoria has the right conditions to enable economic growth, while delivering liveable, inclusive and sustainable communities. 

We are building an inclusive workplace to help realise the potential of our employees, embrace our differences, and apply our diverse thinking to innovation and delivering services to Victorian communities. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, young people and people from culturally diverse backgrounds.

Position purpose

The Customer Experience and Analytics Manager is responsible for generating insights into customer use, trends and strategic opportunities for the future development of Vicmap spatial data services and products.  Working collaboratively with the Vicmap Portfolio Manager and the Industry Engagement Team, the Customer Experience and Analytics Manager will develop systems and processes to gather, assess and analyse customer feedback and requirements. The role will also curate and report performance measures as an input to corporate reporting processes.  The derived customer insights will provide the evidence base in developing roadmaps for the improvement of existing and creation of new Vicmap spatial data services and products.


  • Generate insights: Develop and implement strategies and tools to capture customer profiles, user trends and requirements for Vicmap spatial data services and products
  • Data analysis: Analyse data to validate assumptions and develop insights that can inform future plans and strategies
  • Strategy: Work closely with the Vicmap Portfolio Manager to turn product insights into development roadmaps
  • Collaboration: Collaborate with the LISS Industry Engagement team to design and run customer engagement campaigns and events that maximise generation of customer insights
  • Customer engagement: Design and lead engagement activities that foster positive working relationships with data suppliers and customers
  • Reporting: Oversee the collection and collation of data for publication in bulletins, internal reports and corporate reporting systems
  • Other tasks that contribute to the effective delivery of Vicmap Data Services' work program.

Specialist/Technical Expertise

  • Completion of relevant tertiary and/or industry qualifications as well as knowledge of and experience in the use of geospatial data is highly desirable.
  • Experience in the application of business intelligence software and data analytics would be considered an advantage. 

This is a fixed-term position for a period of 3 years. 

To be considered for this position, your application should include a supporting statement demonstrating that you meet the key selection criteria and any job requirements specified in the position description. 

For a confidential discussion on the role, please call John Gallagher on 0412 557 582. 

Applications close at 11:59 P.M. Sunday, 25 November 2018.

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