Manager of Customer Insights and Customer Experience

.

About the Y Victoria

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation, Youth Services and Kingswim.

Our Customer division is essential for engaging with our audience to deliver service line stories. This includes content creation, campaign strategy, market research and insights, digital projects, creative designs, social media presence, and supporting sales through lead generation and customer service.

About the Opportunity 

Reporting to the Executive Manager, Marketing the Manager of Customer Insights & Customer Experience works within the broader marketing, communications, sales department to help deliver best in class go-to-market strategies for new and existing services across YMCA Victoria, via the use of data and insights. The Manager of Customer Insights & Customer Experience will need to apply pragmatic, practical and creative thinking with the goal of increasing market share and awareness across all service lines. Key responsibilities include:

• Ownership and development of an organisational customer strategy 
• Ownership of customer-based insights (i.e voice of customer program, strategic research initiatives, external trends and insights) 
• Develop and implement CX methodologies (for new and existing products) to strengthen our customer strategy across the business 
• Provide leadership and support to the broader Customer Team

This position is full time, in a hybrid working model, working from home and our State Office in Box Hill. The remuneration for this role is up to $124,000 plus super, dependent on experience. 

 About You

Our ideal candidate is self-motivated with an ability to think strategically and execute operationally. Experience in CX /management and/or human centered design and design thinking applications is essential. Key requirements include:

•  Relevant marketing experience in a similar field (customer, product, marketing and/or research) 
• Demonstrated ability to achieve customer insight strategies and plans 
• Project management, problem solving, strategic and change management skills 
• Ability to build positive working relationships, both internally and externally 
• Demonstrated strong oral and written communication skills 

At the Y Victoria, we are committed to empowering all Children and Young People to feel safe and be safe. As such, we ensure that all of our candidates are appropriately screened (including police check, working with children check and reference checks). To learn more about our commitment to safeguarding children and young people visit victoria.ymca.org.au

Benefits

At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

• Flexible working arrangements
• Opportunities for career development and growth
• Free access to gyms, recreation, and aquatics centres across the state
• Salary packaging via third party vendor

How to Apply

If this is you, click the Apply button.

Y Victoria is an equal opportunity employer committed to diversity and social inclusion. We warmly welcome applications from individuals of all backgrounds.

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.