Customer Research Programs Officer

**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 right across NSW - you have the chance to be part of creating a lasting legacy that will benefit generations to come.

**About the Team**

Improving service experiences for regional customers is what we live for within the newly created Customer Service Experience & Planning branch We are a new branch responsible for gathering insights, identifying improvements, and bringing together short and long-term plans to deliver great customer outcomes. We are the heartbeat of the customer & a centre of excellence for addressing problems with customer centric solutions in new and innovative ways.

The Customer Journey Planning team, within which this position is located, leads customer engagement, develops service improvements and manages the implementation of programs which will uplift customer service experience across the Regional and Outer Metropolitan Division (ROM).

**The opportunity**

As the Customer Research Programs Officer you will design, deliver & evaluate customer research as well as procure & manage third party research. You will collaborate with teams throughout the branch to ensure an efficient, effective & sensitive approach to the design of customer research & analysis of results. You will be a source of expertise regarding the translation of research results into meaningful customer insights and support teams to use these insights in improvement activity.

This role will be required to assist with a range of projects and delivery areas and work with other research teams from across the business to embed best practice in research design & delivery.

Some of the key accountabilities of the Customer Research Programs Officer will include:

- Manage qualitative and quantitative customer research projects, including initial project scoping and planning, methodological planning, delivery of projects and communication of outputs across the division and amongst relevant stakeholders.
- Engage with customers & customer groups to gain insights and lead primary research activities.
- Manage the procurement of third party research including the development of research briefs, contract management & evaluation.
- Ensure the alignment of research activities with the project brief & outcomes required.
- Implement creative, innovative & fit for purpose research activities to optimise participation, promote engagement & deliver meaningful insights to guide improvement activity.
- Provide timely and evidence-based advice and consultancy to internal and cross-cluster stakeholders on strategic customer issues using existing customer insights.
- Partner with other teams in the branch to pursue opportunities for automation and utilisation of research outcomes in analysis, visualisation and modelling.
- Collaborate with stakeholders and partner with research teams across the cluster to scope and plan projects and assist with the forward planning of future projects.

**About you**

You are an energetic and determined individual who is highly collaborative, customer-centric and take a proactive approach to your work. You are comfortable working in cross functional teams to contribute research expertise, deliver meaningful customer insights & inform improvement activity. Your superior communication & interpersonal skills will be important as you establish relationships with individuals & teams with whom you will share accountability for delivering customer insights.

**Want to know more?**

**Salary and Benefits**

The salary for this position is a Transport Service Grade 8 ($120,423 - $134,872) per annum plus superannuation and leave loading.

**Interested?**

Right now is an exciting time to join our team as we are delivering the largest infrastructure program Australia has ever seen - to keep people and goods moving, connect communities and shape the future of our cities, centres and regions.

**How to apply**

**We are the community we serve**

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them. Working virtually and from different locations including regional loc