Operational Intelligence & Performance Lead - – Internal Only

Join Infoxchange and help bring our mission of Technology for Social Justice to life. This Full time, Permanent role is based in Melbourne and offers the opportunity to make a real impact.

A bit about us

Infoxchange is a leading not-for-profit social enterprise that has been delivering technology for social justice for over 35 years.

We tackle the biggest social challenges through the smart and creative use of technology. We work with community, government and corporate partners to solve issues around homelessness, family violence, mental health, disability as well as supporting families, women and young people, and First Nations communities.

Our products and services are used by 38,000+ community and government services. We provide the right tools to improve efficiency and deliver greater impact. And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

We are Australia’s leading technology not-for-profit dedicated to using digital tools and systems to improve the lives of people experiencing disadvantage and the organisations that support them.

Our culture

Our Values – Commitment, Inclusion, Collaboration, Innovation and Accountability, are our core beliefs and act as our guiding principles, in alignment with ‘The IX Way’. They provide us with purpose and direction and set the tone for our everyday interactions with each other, our customers, our partners and our wider stakeholders.

We’re proud to be Great Place to Work® certified for the second year in a row , testament to our inclusive, values-led culture.

At Infoxchange we are dedicated to fostering an inclusive, fair, and supportive environment where everyone can authentically be themselves. Over 95% of our employees agree that we treat everyone fairly, regardless of sexual orientation, race, or gender, and believe that diversity and respect are fundamental to our core values.

About the role

The Operational Intelligence & Performance Lead reports to the Chief Operating Officer and enables consistent, data-informed operational performance by integrating reporting and analytics, process improvement, and systems-enabled performance management. The role owns high-quality reporting and insights, meets internal and external obligations, and ensures data is accurate, meaningful and accessible. It translates complex data into clear insights and practical actions that improve service delivery, efficiency and outcomes.

The role also helps shape an AI-ready data environment by partnering with technology teams to ensure data structures, models and pipelines support advanced analytics, machine learning and AI-enabled use cases. It applies both a business process and systems lens to improve workflows, standardisation, data capture, reporting usability and decision-making. Working within governance frameworks set by the Operational Governance Lead, the role operationalises performance measures, reporting rhythms and standards, embedding them into day-to-day operations to drive consistency and discipline.

Sitting at the intersection of data, process and systems design, the role connects:

• data and insight
• financial planning and operational delivery
• processes and system enablement
• reporting outputs and real-world execution

Using modern analytics and AI-enabled tools, the role improves the efficiency, quality and impact of reporting and analysis while maintaining accountability for accuracy, integrity and ethical data use.

Ultimately, the role turns data into insight, systems into enablers, and processes into repeatable ways of working that improve speed to outcome, performance visibility and organisational effectiveness.

Key duties and responsibilities

• Own end-to-end reporting and analytics within Operations, meeting internal and external obligations and converting enterprise data into usable outputs such as datasets, dashboards, extracts and visualisations.
• Lead delivery, maturity and continuous improvement of the Balanced Scorecard.
• Elicit and translate stakeholder, customer and contractual reporting requirements into scalable solutions, clear data definitions and aligned process inputs.
• Design and maintain reporting assets, data models and metrics aligned to the enterprise data platform strategy, including the data lake and BI environment, to enable consistent and reusable insights.
• Support a lightweight Master Data Management approach by identifying key data domains and Systems of Record, defining ownership, standards and governance with the Operational Governance Lead, and promoting consistent use of core entities across systems and reporting.
• Validate, reconcile and align data across systems, reporting outputs and operational processes to ensure accuracy and consistency.
• Produce clear analysis and insight, with structured commentary on performance, trends and implications for internal decision-making and external/customer reporting.
• Build organisational data capability by training and supporting staff to use dashboards, reporting tools and key performance metrics, increasing data literacy and self-service insights.
• Identify process inefficiencies, bottlenecks and variation, and lead targeted improvements to increase consistency and speed to outcome.
• Translate data and insights into practical operational actions, embedding changes with teams to improve performance and service delivery.
• Improve how business systems support operations, including data capture, reporting usability and alignment between workflows and process design.
• Improve data pipelines, reporting processes and system-enabled workflows to increase automation, quality and efficiency.
• Use AI tools to accelerate reporting, analysis and process documentation, while validating outputs and ensuring accuracy, integrity and ethical data use.
• Analyse geographic data, including postcode, LGA, SA3/SA4, state and service catchments, to identify service coverage patterns, trends and gaps.
• Develop maps and spatial visualisations, such as choropleth, hotspot and catchment maps, to communicate insights to executive, Board and program teams.

About you - Key selection criteria

To succeed in this role at Infoxchange, you will demonstrate:

Qualifications and Specialist Expertise

• Demonstrated experience in a data analyst, business operations, or performance-focused role, with strong exposure to reporting and analytics
• Proven experience delivering end-to-end reporting and dashboards, including meeting internal and/or external reporting obligations
• Experience working with operational and financial data, supporting performance tracking and decision-making
• Experience applying business process improvement approaches, including identifying inefficiencies and implementing improvements
• Exposure to business systems and data environments (e.g. CRM, BI tools), understanding how systems support operational performance
• Relevant tertiary qualifications in data analytics, business, information systems, or related discipline, or equivalent experience

Skills and Capabilities

• Strong analytical capability, with the ability to interrogate, validate, and synthesise complex data into actionable insights
• Proven ability to design and develop dashboards, reporting outputs, and visualisations that provide clear performance visibility
• Ability to translate stakeholder and reporting requirements into structured data solutions and definitions
• Demonstrated application of business process and systems thinking, improving workflows, data capture, and operational consistency
• Ability to translate insight into action, influencing stakeholders to adopt improvements and embed data-driven ways of working
• Familiarity with geospatial concepts such as projections, coordinates, boundaries and spatial joins, and their impact on analysis results
• Experience using AI-enabled tools and modern analytics techniques to improve efficiency, automation, and quality of outputs
• Ability to design and influence data structures and models that support scalable analytics and AI use cases
• Ability to collaborate effectively with technical teams (data engineers, developers, architects) to align operational needs with platform capabilities
• Practical application of AI-first thinking to improve insights, automation, and operational performance

Personal Attributes

• Outcome focussed: Results-driven with a solutions-oriented mindset.
• Trustworthy: High integrity and professionalism when handling confidential matters.
• Resilient: under pressure with the ability to manage competing priorities effectively.
• Communicates clearly and persuasively with both team members and stakeholders, facilitating understanding and engagement.
• Proactive: Takes initiative to identify opportunities for improvement and acts upon them without waiting for direction.
• Adaptable: Flexible and open to change, able to navigate shifting priorities and respond to emerging challenges.
• Empathetic: Understands and relates to the perspectives of team members and customers, fostering a supportive atmosphere.
• Strategic Thinker: Thinks long-term, aligning team activities with broader organisational goals and objectives.
• Change Agent: Able to advocate for and facilitate change, acting as a catalyst for improvement by inspiring and influencing others. This includes navigating what can be complex and uncertain situations, fostering flexibility and resilience to successfully adapt to evolving circumstances.

Why join us

• Be part of an award-winning, inclusive team, the IX Crew, where your work drives real social impact and your growth is supported.
• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au ).

We’re passionate about taking care of our IX Crew, so working with us means that you will also enjoy:

• Hybrid working environment with flexible working hours and purposeful connection
• Additional leave provisions including paid parental leave supplement and annual leave loading
• Strong wellbeing focus, including cultural swap days, wellbeing support and year-round health and wellbeing initiatives
• Benefits for new parents
• Great learning and development opportunities with unlimited access to LinkedIn Learning
• IXcel our employee reward and recognition program
• Access to TELUS Health, our wellbeing partner for mental health, medical and safety for you and your family members

All applicants must be willing to undergo a police check as a condition of employment with Infoxchange. Applicants for this role must be Australian citizens or permanent residents. Temporary and bridging visa holders are not eligible for permanent positions.

Read more about Infoxchange in our annual report at www.infoxchange.org