Are you passionate about driving innovation through customer insights? This role offers the opportunity to lead a dynamic team in uncovering customer challenges, analyzing data trends, and delivering actionable insights to shape business decisions. Responsibilities include managing end-to-end research initiatives, collaborating with stakeholders, and transforming feedback into strategic solutions. Bring your expertise in quantitative and qualitative research, supplier management, and team leadership to make a real impact! A background in business or psychology is ideal. If you're ready to champion the voice of the customer and inspire organizational transformation, this is the role for you!
Lead and manage customer research and deliver actionable customer insights for key business stakeholders.
The position is responsible for leading a team to implement the customer research and insights program, which includes delivery of voice of customer initiatives, end-to-end management of research processes for key projects, generating insights and metrics reporting.
Key Outcomes And Accountabilities Lead and manage the Customer Research and Insights team to deliver operational excellence by:
Planning, developing, coordinating and delivering quantitative and qualitative research initiatives to uncover challenges faced by the organisation and our customers, explore problems, generate insights and build and test solutions. Gathering and providing customer insights that can be used to innovate and inform business decisions and processes across the organisation. Procuring research services and managing research supplier relationships. Interpreting research data to support the identification of critical paths and trends to optimise processes and customer interactions. Identifying business challenges that will benefit from customer research and analytics to identify and assess customer needs and provide insights and recommendations to achieve an uplift. Drawing on information from diverse sources, using experience to analyse customer impacts (internal & external) to identify transformation and customer research opportunities and new, high-value business initiatives. Understanding pain points and potential customer interventions and opportunities which support the organisations' vision, mission and business objectives. Undertaking reporting and insights collation, the analysis of customer satisfaction information and capture methods to ensure strategic alignment and creation of new initiatives. Retaining audit details of all customer interviews and surveys and aligning these with requirements for change. Candidate Attributes Proven ability to manage and deliver customer research projects within specified timeframes and budgets that meet objectives and quality standards. Strong experience in quantitative and qualitative research design and implementation, including selection and application of methodology, sample selection, instrument design, critical analysis, and reporting and interpretation. Demonstrated experience in the procurement of research services and management of research supplier relationships, ideally within a government context. Demonstrated experience in managing a team, applying good judgement in assessing and growing the capabilities of people, resources and systems. Demonstrated investigative, analytical, planning and problem-solving skills and attention to detail. Demonstrate effective interpersonal skills in communication, consultation and negotiation, report writing, written correspondence and digital content capabilities. Tertiary qualification in a relevant field (e.g. Business, Psychology) and/or demonstrated relevant and equivalent work experience. How To Apply A brief letter (maximum 2 pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. This should not be a repeat of your resume. It is your opportunity to tell us how you meet the required competencies, key outcomes/accountabilities and any specific role requirements.
Referee Checks It is recommended you seek approval when nominating a person as a referee. Referees should have a thorough knowledge of your work performance and conduct, and it is preferable to include your current/ immediate past supervisor. By providing the names and contact details of your referee/s you consent for these people to be contacted by the selection panel. If you do not wish the panel to contact your referees without your permission, please make this clear on your resume.
Occupational group: Management#J-18808-Ljbffr