Market Insights Lead

3 days ago

Osborne Park, Australia Racing and Wagering Western Australia Full time

**Company Description**:
**About Us**

TABtouch is embarking on a mission to revolutionise the digital entertainment industry. As we expand, we’re searching for new team members who possess a passion for innovation and change.

You’ll have the opportunity to work with cutting-edge technology and solve complex problems in a fast-paced environment. We cultivate a collaborative team structure that nurtures creativity and provides ample opportunities for learning and growth.

Headquartered in Perth, we offer flexible working arrangements - with employees working from all over Australia. Don't miss out on this exciting opportunity to build a bright future for WA’s digital entertainment industry.

**The Opportunity**

**Salary: $125,800 - $140,000 p.a + super**

Are you ready to be the driving force behind customer-centric decisions at TABTouch? We're looking for a dynamic Market Research Lead to fuel our insights engine room

In this pivotal role, you'll design and deliver cutting-edge qualitative and quantitative research programs. Your insights will shape our customer strategy, brand, marketing, product design, and customer experience, ensuring we engage and delight our users while aligning with our strategic goals.
- Work closely with key stakeholders across brand and marketing, service design, UX design/research, digital call centre, retail and product to understand business needs, identify research priorities and deliver actionable insights to address their business needs.
- Oversee design and delivery of the TABtouch ‘voice of customer’ satisfaction/NPS program, including digital, retail and phone-based channel touchpoints that capture ‘moments of truth’ along our key customer journeys.
- Oversee design and delivery of TABtouch’s market monitoring program that includes benchmarking and reporting competitive performance across brand health, campaign performance, customer experience, product and market share amongst target segments.
- Oversee the design and delivery of ad hoc qualitative and quantitative research as required, including the development and management of an in-house customer research panel to enable fast turnaround research projects to meet ad hoc needs of stakeholders across the business.
- In consultation with Head of Customer Experience, oversee the identification, selection and management of third-party research vendors and manage their activity in accordance with agreed research budgets.
- Partner with Data Science and Insights stakeholders to ‘connect the dots’ between external customer insights and internal behavioural and performance data.
- Synthesise complex and disparate research outputs into persuasive reports, presentations and workshops that have compelling narratives with clear and actionable insights that inform and facilitate practical stakeholder decision-making.
- Communicate effectively and influentially with leadership and stakeholders at all levels to highlight critical insights, opportunities and risks that demand strategic attention.
- Champion a customer-centric mindset and culture across the business, by helping to drive colleague awareness, knowledge, accountability and usage of available customer research insights to inform priorities and decision-making across the TABTouch Department.

**If you're passionate about turning data into actionable insights and making a real impact, we want to hear from you**

**Qualifications**:
**About You**

**Essential Skills and Experience**:

- 5+ years of previous practical experience in a Market Research role, including strong research, project management, and stakeholder management skills that come with this level of experience
- Experience in the design and delivery of customer research in the areas of brand & communications, customer satisfaction/NPS and/or new product development.
- Strong experience in undertaking quantitative research including writing research briefs, questionnaire design, statistical analysis, and delivering reports/presentation/workshops.
- Demonstrated experience in undertaking qualitative research including writing research briefs, discussion guide design, qualitative interviewing/moderation, and delivering reports/presentation/workshops.
- Experience in commissioning and managing research projects through external research partners
- Exceptional communication, facilitation and influencing skills, with a knack for simplifying complex issues and presenting insights in a clear, compelling and commercially relevant way to align stakeholders
- Excellent multi-tasking and time management skills required to work both independently and as part of a team in a face paced environment.

**Desirable Skills and Experience**:

- Degree/Tertiary qualifications in business, commerce, marketing, statistics, psychology or equivalent, including the completion of market research units.
- Specific experience in managing brand health tracking, interactional NPS/satisfaction tracking and/or an in-house customer research pa

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