Customer Research Manager

3 weeks ago

Brisbane, Australia u&u Recruitment Partners Full time

About the Organisation

This organisation is one of Queensland's most trusted when it comes to connecting people, places, goods and services. With a genuine focus on the customer experience, innovation, customer research and future planning to ensure that services are safe, efficient, accessible and sustainable, they are actively working towards understanding and addressing the short and long term impacts of their work on Queensland, it's residents and visitors. With a workforce of over 8,000 employees, the driving force behind their culture and values is their people, who all share a common value - to make a difference.

About the role

This is an exciting opportunity for an experienced researcher with a background in social research and customer behaviour to work on projects and programs of work that will impact the future of Queensland.

Reporting to the Director of Customer Research and Insights, you will lead the evolution and implementation of strategic customer research and engagement to support the organisation in putting the customer at the centre of everything they do. You will work with internal and external stakeholders, customers and partners to co-design and manage a program of customer research, which is tailored to business needs and delivers on objectives, such as supporting the organisation to better understand customer behaviour, enhancing customer experience capability and culture, providing customer experience expertise and leadership, and communicating customer experience and research delivery and outcomes.

Other key responsibilities include;
Supporting the activation and integration of evidence-based customer insights including the provisioning of customer research, customer insights frameworks and data;
Providing strategic and tactical advice on customer research to internal and external stakeholders, including senior leaders and executives;
Researching, co-designing and implementing ways to integrate and embed the voice of the customer across the organisation by embracing best practice research frameworks, methodologies, and technologies;
Initiating, building and maintaining effective connections and partnerships with internal and external stakeholders and customers including industry bodies, universities, research vendors, state and local government agencies;
Leading complex negotiations and consultations with government agencies, academia and other key stakeholders; and

Leading and mentoring a Research Assistant as well as university intern students.

About you

This is a role for a talented research specialist with a post-graduate qualification and solid work experience (at least 5 years) gained in customer / consumer research. You will bring significant experience in delivering customer research within or on behalf of large corporate entities and have a well-developed "customer lens" in your approach to unpick the "why". You will be drawn to this role because of the opportunity to influence important issues such as sustainability, environmental impacts, and accessibility and inclusion in a complex customer and stakeholder environment.

To be considered for this role, your background must meet the following requirements:
A post-graduate diploma, Masters or Ph.D. with major studies in research, behavioural science, behavioural economics, social market research or other human behaviour related field;
5+ years in a customer research focused role within a research agency, corporate organisation or large government entity;
Proven experience in researching, designing, implementing, and leading customer research strategies, programs of work and projects in a large, diverse organisation;
Experience in customer research analysis, tools, concepts, theories and methodologies to plan, deliver, monitor, track and report on program / project progress and outcomes;
Expertise and understanding of program / project management methodologies as they relate to customer research and co-design; and

A collaborative, proactive and respectful approach to stakeholder engagement, with the ability to foster strong working relationships, partnerships and industry networks.

Please attach your cover letter and CV in word format only.

Cassandra Barker.

PARTNER, MARKETING

Get in touch
Call me on 07 3232 9119
Visit me at the Brisbane offices
Connect with me on LinkedIn

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