The Strategy and Research Division works collaboratively to support the development and delivery of WorkSafe’s Strategy, with a focus on organisational alignment. The Research Team facilitates research and gathers evidence and insights to inform strategy development and guide the delivery of strategic initiatives, as well as evaluating outcomes. This team is also responsible for the development and delivery of WorkSafe’s Voice of Customer platform CheckPoint, integrating surveys into the platform and creating actionable insights from the data collected
• $133,963 per annum + 12% superannuation
• Full time, ongoing opportunity (Part-time considered)
• Wadawurrung Country /Geelong based role (hybrid work from home – 3 days a week in office)
About the opportunity
The Voice of Customer Lead position is responsible for analysing insights from a variety of research outputs including the CheckPoint platform, to inform, develop and execute on key strategies to improve the experience of our customers. This position will engage with key areas of the organisation who are responsible for improving how we support our customers.
Key responsibilities include:
- Lead the interpretation and oversight of WorkSafe's customer insights platform, including engaging with the Research Team stakeholders to manage the end to end customer experience journey
- Proactively capture, analyse and interpret insights from the CheckPoint platform, surveys and research sources to identify systemic improvement opportunities for improving WorkSafe customer experience journeys to share with product owners
- Provide recommendations to the Senior Manager, Research and other senior leaders on voice of the customer findings, developing tailored solutions and monitoring progress against user journey mapping
- Lead and facilitate presentations to a variety of internal and external audiences to focus on gathering and understanding customer insights and continuously improving the customer journey
- Using WorkSafe's suite of research tools, identify and analyse customer insights and key drivers from positive and constructive customer experiences to guide decision making
About you
You have experience in planning and implementing solutions to guide the customer journey and customer experience satisfaction, maintaining the balance between customers, process and technology.
You will also be able to demonstrate:
- Highly developed skills in customer journey mapping and development of service blueprints
- Understanding of Voice of Customer program methodologies
- Experience managing and delivering customer insights and research projects using agile methodology
- Experience in interpretation of data and insights with the ability to translate research insights into design outcomes
- Experience in the application of Human Centred Design or Design Thinking
- Highly developed stakeholder engagement and influencing skills with the proven ability to build and maintain productive working relationships across a range of stakeholders, collaborating at all levels
- Proven ability to design and facilitate workshops involving a broad range of stakeholders
Qualifications
- A relevant undergraduate or post-graduate qualification desirable
Working with us
At WorkSafe, our goal is for every employee to feel connected, safe, and valued within their team, for teams to feel appreciated in the workplace, and for WorkSafe to be respected in the community.
We believe that a diverse workforce is essential for delivering the best outcomes for the Victorian community. We strongly encourage applications from all individuals, including First Nations people, people with disabilities, those from diverse cultural and linguistic backgrounds, and individuals of all sexualities and genders.
What's next?
Applications close 11:00pm on Wednesday 28th January 2026. Click the link to apply, and join us in making a difference to Victorian lives.
Only applications submitted via the WorkSafe Careers website will be considered.
Preferred candidates will be required to satisfactorily complete a Nationally Coordinated Criminal History Check and/or other checks as required for the position as part of the recruitment process.
Eligibility for ongoing employment with WorkSafe Victoria requires Australian or New Zealand citizenship or permanent residency.
Due to the volume of applica
tions received, individualised feedback will only be provided to candidates who progress to interview stage.
Candidates seeking part-time or flexible work arrangements will also be considered for this position.