Customer Insights and Reporting Analyst

Turn customer insights into real impact for one of Victoria’s fastest-growing communities.

Hybrid & flexible work options for a positive work-life balance

Permanent full-time position + monthly RDO for 40 hour week

$99,920 - $108,913 Band 6 + super (subject to experience)

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.

Our workspace is located within Bunjil Place, a must-visit destination nestled within Narre Warren in Melbourne’s southeast. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Our Benefits:

Benefits | City of Casey 

• Experience a flexible, supportive work environment with a strong culture of collaboration and growth.
• Access to diverse professional development opportunities.
• Conveniently located near Westfield shopping centre, with an adjacent gym/pool offering Free Workout Wednesdays, discounted memberships, and an onsite café.
• Work in a multi-award-winning, architecturally designed office with fully equipped kitchens, free coffee, community library on-site, free parking, and more.

We live our values of dreaming big, empowering each other and making our community proud.

A bit about the role

We’re seeking a skilled Customer Insights and Reporting Analyst to turn customer data into meaningful insights that improve services and guide strategic decisions. In this role, you’ll analyse Voice of Customer (VoC) feedback, build reports and dashboards, and collaborate across teams to enhance the customer experience.

You’ll need experience with tools like Power BI and Excel, strong analytical skills, and the ability to communicate findings clearly to a range of stakeholders. If you’re passionate about using data to drive service improvements, this is an opportunity to make a tangible impact in a diverse, community-focused organisation.

What You’Ll Deliver

• Analyse and interpret customer and Voice of Customer (VoC) data to deliver clear, actionable insights that support service improvement and strategic decision-making.
• Develop, maintain, and audit dashboards and reports using tools like Power BI and Excel to track performance, identify trends, and highlight areas for improvement.
• Conduct analysis of both structured and unstructured data (e.g. survey results, verbatim feedback) and communicate findings effectively to a wide range of stakeholders.
• Collaborate with cross-functional teams (e.g. Customer Experience, Digital, Data & Analytics) to support data-driven projects and improve customer journey performance.
• Ensure data quality, privacy, and governance standards are met in all reporting and insights work.

What You’Ll Bring

• Strong analytical skills with experience in interpreting complex data sets, including customer and VoC data, to generate actionable insights.
• Proficiency in data visualisation and reporting tools such as Power BI and Excel, with the ability to create clear, impactful dashboards and reports.
• Experience working with both structured and unstructured data, including survey results, customer feedback, and sentiment analysis.
• Excellent communication and collaboration skills, with the ability to present insights to diverse stakeholders and work effectively across teams.
• Knowledge of customer experience principles and measurement frameworks, with a focus on continuous improvement and service design.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check.
• A curious, collaborative, and inclusive community mindset.

Please visit our careers page at Careers at Casey to view a detailed position description.

What’S Next?

If you think this role might be for you, we would love to hear from you.

Please apply by following the links and attaching a cover letter and resume. We do not require any selection criteria to be addressed.

To find out more about the role, please contact Sara Sarwary, Customer Insights Lead at ssarwary@casey.vic.gov.au.

Applications will be accepted until 11.55pm on Thursday 2nd October 2025.

Please Note: Applications will not be accepted via email. Please apply by following the links only.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

At the City of Casey, we are proud to be an inclusive, child safe, and equal opportunity employer. We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au.

The City of Casey reserves the right not to make any appointments for this position.

For more information about the City of Casey council and to stay across what's happening in our region, follow us on LinkedIn.