Customer Researcher

3 weeks ago

Sydney, Australia NSW Government -Customer Strategy & Technology Full time

A couple of exciting opportunities to work in a dynamic team and showcase your customer research, collaboration, communication and stakeholder engagement skills
- Challenging and rewarding Mid level role offering great exposure and opportunity contribute in a meaningful way to improve the effectiveness of a progressive state government organisation
- 2 Fixed term (12 months) Full time opportunities based at Sydney (flexibility offered).

**About us**

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas across NSW - and you have the chance to be part of creating a lasting legacy that will benefit generations to come.

Find out more about Transport for NSW

**About us**: We practice innovation and design thinking and leverage internal partnerships to enable future mobility experiences. We sit at the forefront of validating emerging technology and challenging what future customer realities look like for the people of NSW.

**About the opportunities**

Right now, we have a couple of rewarding opportunities for **Customer Researchers** to join our Research and design team within the Customer Strategy and technology Division on a **Fixed term Full** **Time Basis.** This exciting opportunity will see you leverage human-centred design approaches to design and conduct customer research to gather insights informing project goals.These roles are based within the broader service design team and will require experience and skills in mixed methods research, research design, data collection, data analysis as well as the interpretation, synthesis, and presentation of research to support the implementation of customer strategies to drive improved customer experience. Please note that the team operates in a hybrd envireonment and w**ork from home option is available.**

**What you will be involved in**:

- Design, implement, and analyse mixed methods research to gather insights on customer needs, behaviours, and preferences across a broad range of transport themes, particularly as they relate to Transport’s strategic plans.
- Facilitate workshops and stakeholder interviews to co-design research needs and ensure they align with customer and business outcomes.
- Create research roadmaps to keep the team on track, helping set both short term goals and strategic direction.
- Demonstrate a strong client focus and professional approach when communicating with customers, partners, and internal staff

**About you**
- Demonstrated experience in the design, implementation and communication of mixed methods research practices to support customer and service strategies.
- Demonstrated experience in human-centric research methods, customer research and research design, behavioural or social sciences, communication or an equivalent discipline
- Strong problem solving and analytical skills.
- Proven ability to work with individuals and organisations from all backgrounds and industries, and have excellent verbal and written communication skills
- Are process driven, clear communicator and skilled problem solver, able to navigate through ambiguity in a calm and methodical manner
- Client focused with strong communication and presentation skills
- Highly motivated, have a can-do attitude with a lot of confidence
- You are a collaborator but always looking to how we can do things better
- Able to operate with autonomy in determining day to day work priorities within the context of an agreed work plan

**Salary and Benefits**

The salary for this position is Grade 7 ($108,770 to $121,822) per annum plus superannuation and leave loading.

**We’re an inclusive and flexible workplace**

Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.

We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do. Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time. We also offer more structured flexible agreements and tailored hybrid options for people who live regionally. We’re proud to be recognised as a FlexReady Certified employer,

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