Senior Insights Officer

About the role

The Senior Insights Officer will help Council make customer‑informed decisions and strengthen customer‑centred practices across the organisation. You will work with customer feedback, research and operational data to uncover opportunities, inform priorities and support better outcomes for Brisbane residents.

Key responsibilities

• Analyse customer experience feedback, surveys and operational data to identify trends, themes, emerging issues and improvement opportunities.
• Design, build and maintain surveys, dashboards, reporting tools and automated workflows using Qualtrics.
• Translate feedback into practical insights and recommendations for decision‑making and service improvement.
• Partner with stakeholders to understand business needs, share insights and support actions that improve customer outcomes.
• Contribute to the evolution of the Voice of Customer program and enhance data collection and analysis processes.

Required profile

• Experience in Voice of Customer, customer insights, market research or analytics.
• Strong analytical skills with ability to interpret qualitative and quantitative data.
• Ability to organise work, manage competing priorities and deliver accurate results under pressure.
• High attention to detail, sound judgement and curiosity.

Required skills

• Proficiency with Qualtrics or similar customer feedback platforms.
• Advanced Excel skills.
• Experience using AI‑enabled tools, automation and emerging technologies for analysis.

What we offer

• Flexible working hours and arrangements.
• Free gym and wellness centre.
• Award‑winning superannuation fund.
• Generous leave provisions and competitive salary.