Customer Research and Insights Manager

2 months ago

Brisbane, Australia u&u Recruitment Partners Full time

This high-profile Government Statutory Body is looking for a Research Manager to lead and manage a newly formed the Customer Research and Insights team. Reporting into the Director of CX and Strategy and working alongside a team of CX and Human Centred Design specialists, this role will oversee the delivery of research across the organisation, including team mentoring, managing workflow, external suppliers, budgeting, reporting and providing expert operational knowledge in delivering successful quantitative and qualitative research outcomes.

**A summary of your key responsibilities includes**:
Create an operational strategy for the Research and Insights team that connects with the overall organisational strategy and CX/Voice of Customer objectives;
Plan, develop and deliver quantitative and qualitative research initiatives to uncover challenges faced by the organisation and its customers;
Foster a culture of customer advocacy and empower the team to deliver targeted research projects that contribute to informing and improving customer experience;
Lead programs of work that explore problems, generate insights and build and test solutions;
Lead the team to gather and provide customer insights that can be used to innovate and inform business decisions and processes;
Procure research services and manage research supplier relationships;
Effectively interpret research data to support the identification of critical paths and trends to optimise processes and customer interactions;
Work with key stakeholders to identify business challenges and customer pain points that will benefit from research to identify potential improvements; and

Undertake reporting and insights collation the analysis of customer satisfaction information and capture methods to ensure strategic alignment and creation of new initiatives.

To be considered for this role, your background and experience must meet the following requirements:
Tertiary qualification in a relevant field such as business, psychology, data science, mathematics etc;
Proven ability to manage and deliver customer research projects within specified timeframes and budgets that meet objectives and quality standards;
Demonstrated experience in the procurement of research services and management of research supplier relationships, ideally within a government context;
Demonstrated investigative, analytical, planning and problem-solving skills and attention to detail; and

Demonstrate effective interpersonal skills in communication, consultation and negotiation, report writing, written correspondence and digital content capabilities.

A cover letter

Your resume detailing your education, any employment history and contact details

Please submit your resume 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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