Customer Research Insights Lead

2 weeks ago

Sydney, Australia The Recruitment Company Full time

Customer Research and Insights Lead required for an exciting contract role within a large NSW Government department.

**6 month contract**
**$822 - $955 per day plus super**
**CBD and WFH**
**NSW Government**

**About the role**:
Lead the development of customer insights capability within the department to enable customer centric decision making. Mentor customer insight analysts and researchers across schemes to uplift capability, direct research initiatives and improve quality of insights. Enhance scheme-based reporting with deep dive customer experience analysis, trends, insights and ethnographic research to improve customer outcomes. Contribute to the identification, research, analysis and recommendation of opportunities to deliver the best value proposition for our customers/employees/stakeholders.

**Responsibilities**:
Identify, analyse and interpret trends, patterns and stories told through the available customer data to support the development of insights into customer needs
- Support the development of actionable insights within the departments schemes and recommendations that enhance business outcomes through voice of customer program
- Mentor and develop scheme customer experience insight analysts to uplift customer insights capability and reporting within schemes to improve customer outcomes
- Manage deep dive customer research initiatives to build-out understanding of customer cohorts and emerging trends that will impact scheme performance and outcomes
- Manage external customer research as required to support strategic innovations and to meet specific project-oriented requirements
- Contribute to board and group executive team customer insight reporting and insights to inform strategic decision making
- Provide information and support required to drive understanding of customers’ current and future needs and lead routines that turn insights into action across schemes
- Develop and maintain strong working relationships with key stakeholders to appropriately share information and analytics to drive continuous improvement
- Support the management of programs of work that enhance the customer insights gained across schemes

**Essential requirements**:

- Relevant tertiary education, or equivalent knowledge and skills acquired through extensive practical quantitative research experience
- High level proficiency in Word, Excel and PowerPoint
- Experience with usage of research data analysis packages (e.g. Q,)
- Pre-employment checks

Typical experience:

- Strong experience in compiling and analyzing customer data
- Proven track record of communicating customer findings to stakeholders
- Experience with customer feedback tools and software eg Qualtrics

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