Evolving Transport
Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.
The Division
The Regional and Outer Metropolitan division is focused on understanding the particular needs of regional communities across NSW and delivering customer-centred integrated transport services and infrastructure.
The opportunity
We have a Permanent Full Time opportunity for a Manager Research Insights to join the Customer Service Experience and Planning Branch. This role develops actionable service delivery insights through syndicated research to support customer projects, real-time insights, perception, including the development of leadership insights through market engagement.
This position accommodates remote and flexible work practices across NSW, with the opportunity for you to work out of your nearest Regional or Outer Metropolitan office.
What you will be involved in
The successful candidate will lead the end-to-end, ongoing management (scoping, project management, delivery, vendor management, stakeholder management) of relevant customer-centric research projects to support the Chief Customer Office vision and outcomes in a measurable way. Additionally, this role will be accountable for;
Leading complex and/or high priority qualitative and quantitative research and analysis projects that identify insights and trends to drive change for the customer and service delivery functions;
End-to-end management of high priority and high profile research projects, including initial project scoping, and stakeholder engagement, including methodological planning and recommendations, budgetary and procurement adherence and management, research supplier selection and management;
Project management during fieldwork and reporting phases, including stakeholder management;
Delivery and communication of project output across the organisation and amongst relevant stakeholders;
Working cooperatively within a team, exchange information and assist other team members to achieve team objectives and work outcomes;
Providing timely and evidence-based advice and consultancy to internal and cross-cluster stakeholders on strategic customer issues and customer insight;
Adopting Government procurement principles to identify and manage range of external providers who can undertake specific customer experience research and/or surveys for Transport for NSW, ensuring value for money and quality output;
Modelling collegiate and collaborative behaviours to achieve the greater good for the community, celebrate a diverse workforce, create an environment where people can create and thrive, or support people’s wellbeing.
About you
The successful candidate will be a customer market research programs professional with demonstrated experience delivering large-scale insights projects, in a complex and dynamic environment, within tight timeframes. Ideally possessing a background in data analytics and business intelligence, you will be comfortable interpreting insights, identifying issues and creating journey maps to deliver the organisation objectives. With strong communication skills and an ability to build rapport with stakeholders easily, you will feel thrive on taking complex information and presenting it in a clear fashion that a diverse range of stakeholders across the portfolio can easily interpret.
Familiar working in a fast paced environment, you will be adept at balancing the demands of thorough research with the need to provide timely and insightful advice and recommendations to address business issues. It is essential that as an integral part of a customer focused part of the business you will model the behaviours aligned with excellent customer service in all aspects of your professional engagement. Tertiary qualifications in a relevant discipline or equivalent demonstrated experience is required.
This is an exciting opportunity to be a part of a growing Division that values regional NSW and strives towards excellent outcomes for regional communities!
Want to know more?
Please click here to view a copy of the Role Description. For any enquiries, please email: **********
Salary and Benefits
Transport Grade 9 ($135,898 - $152,204) + Super
Our Commitment to Diversity
Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.
