Senior Customer and Business Insights Officer

- Play a strategic role in transforming customer, community and business intelligence into meaningful service improvements and organizational outcomes.
- Full-time opportunity with a 35-hour week with rostered days off and access to Fitness Passport.
- Salary from $105,249.07 - $113, 462.33 per annum plus 12% Superannuation.

Make a Difference Where You Work At Willoughby City Council, we are shaping one of Sydney's most vibrant and livable communities. As the Senior Customer and Business Insights Officer, you will play a pivotal role in helping Council better understand its customers, services and performance, ensuring evidence-based insights drive decision-making and continuous improvement.

Reporting to the Strategy and Insights Team Leader, you will work across the organisation to transform complex customer, community and business data into actionable intelligence that improves customer experiences, operational effectiveness and organizational performance.

This is an exciting opportunity for an experienced insights professional who enjoys analyzing data, influencing strategic decision-making, uncovering opportunities for improvement and helping organizations become more customer-centric and evidence-led.

Why Join Us?

- Shape Organizational Decision-Making: Influence strategic and operational priorities through customer and business intelligence.
- Drive Meaningful Improvements: Use insights to help improve services, customer journeys and overall organisational performance.
- Collaborative Environment: Work across Council to build a culture of evidence-based decision-making and continuous improvement

About the Role: As the Senior Customer and Business Insights Officer, you will:

- Lead the interpretation and application of customer, community and business insights to inform strategy, service planning and organizational priorities.
- Act as Council's trusted advisor on customer and business intelligence, ensuring insights are robust, meaningful and actionable.
- Identify emerging trends, risks and opportunities that impact customer experience, service delivery and organisational performance.
- Oversee the collection, integration and analysis of customer feedback, complaints, behavioral data and sentiment across multiple channels.




- Ensure customer insights are embedded into service design, policy development and improvement initiatives.
- Challenge assumptions and existing practices by introducing evidence-based customer perspectives into decision-making.
- Identify inefficiencies, service gaps and opportunities for improvement through customer and operational data analysis.
- Support service reviews, transformation initiatives and performance improvement programs.
- Develop high-quality insight products including reports, dashboards, executive briefings and presentations.
- Translate complex datasets into clear and compelling narratives that support understanding, action and accountability.
- Strengthen Council's capability through improved data literacy, effective use of insights, and evidence-based decision-making.
- Establish practical frameworks, standards and methodologies for insight generation, evaluation and application.

What You’ll Bring:

- Tertiary qualification in business, analytics, social research, communications, service design or a related discipline, or substantial equivalent experience.
- Demonstrated experience in customer insights, business insights, service improvement, analytics, research or performance-focused roles.
- Proven ability to connect customer experience data with operational and business performance outcomes.
- Robust analytical capability with experience synthesizing qualitative and quantitative information from multiple sources.
- Experience identifying trends, patterns, risks and opportunities and translating findings into actionable recommendations.
- Highly developed communication, presentation and storytelling skills, with the ability to simplify complex information for diverse audiences.
- Experience preparing executive reports, dashboards, insights papers and strategic briefings that drive action.
- Strong stakeholder engagement and influencing skills,



including the ability to challenge thinking and drive evidence-based decision-making.
- Proven ability to lead or support insight-driven improvement, transformation or change initiatives.
- Strong understanding of customer experience measurement, performance analysis and continuous improvement principles.
- Ability to work independently while managing multiple priorities across a complex organizational environment.
- Experience using data analysis, business intelligence, reporting or customer feedback platforms.

Desirable:

- Experience working within local government, public sector or community-focused service environments.
- Exposure to customer feedback platforms, analytics tools, business intelligence systems or reporting solutions.

How to apply Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information, contact: Tonya Burrowes, Customer and Business Insights Manager, at [email protected] or on [+61 2 9777 7884](tel:+61 2 9777 7884).

Applications should address all the key responsibilities outlined in the Position Description. The Position Description (PD) is located in the Job Attachments section of the job listing.

Successful candidates may be required to undertake pre-employment screening including police and qualification checks

Applications close: Sunday, 26 July 2026 at 11:30pm

Applications should be submitted in PDF format.

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages.

If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.

📌 Senior Customer and Business Insights Officer (Sydney)
🏢 Willoughby City Council
📍 Sydney