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Customer Insights Lead

3 months ago

Brisbane, Queensland, Australia Communities, Housing and Digital Economy Full time

As the Customer Insights Lead you, will:
  • Lead quantitative research, including management of customer satisfaction surveys, sample design, instrument design, and survey data analysis.
Lead research activities to inform digital product and service design processes, using but not limited to usability studies, contextual inquiry, sentiment analysis, usability testing, A/B or multivariate testing and surveys.

  • Analyse customer data and undertake driver analyses to gain customer insights to inform opportunities for continuous improvement of service delivery. Establish and sustain effective relationships with peers and stakeholders across Queensland Government to support delivery of customer research and insights initiatives. Utilise your facilitation and storytelling skills to present and share insights to build organisational understanding of customer insights. Create and maintain a customer research and insights repository for sharing research and insights with other teams. Develop and champion a standard set of measurement approaches and tools in consultation with government stakeholders to encourage alignment of customer experience measurement across government.
Applications to remain current for 12 months.

Job Ad Reference:

QLD/487616/23Closing Date:
Thursday, 25 May 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.