Manager, Customer Research Delivery

5 days ago

Brisbane, Australia Transport and Main Roads Full time

As Manager, Customer Research Delivery, 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 CEB's objectives, such as supporting TMR to understand our customers, enhancing the department's customer experience capability and culture, providing customer experience expertise and leadership and communicating customer experience delivery and outcomes.Accountabilities include: - Co-designing and managing a program of customer research and engagement tailored to business requirements, including the procurement and delivery of research delivered through external partners and vendors
- Leading and supporting the co-design and evolution of CEB's customer research program of work including the provision of customer research and customer insights frameworks, insights, data, and reports
- Supporting the integration of evidence-based customer insights including the provisioning of customer research and customer insights frameworks and data
- Leading, co-designing and implementing strategic customer research plans whilst monitoring progress and reporting on performance
- Ensuring that TMR is aligning customer research design and delivery to the TMR Customer Value Chain and Customer Charter
- 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 the voice of the customer and customer research across TMR by embracing best practice research frameworks, methodologies, and technologies
- Supporting, developing and mentoring CEB to deliver outcomes consistent with CEB's objectives and TMR's strategic research direction and vision
- Initiating, building and maintaining effective connections and partnerships with internal and external stakeholders and customers including, state and local government, and industry
- Leading complex negotiations and consultation with government agencies, academia and other stakeholders
- Maintaining knowledge and understanding of international and national, contemporary customer research practices
- Undertaking the role in accordance with the requirements of s26(1) of the Public Service Act 2008 and at all times ensuring that the principles as found in the Code of Conduct for the Queensland Public Service are upheld in the carrying out of all duties.This role reports to the Director, Customer Research and Insights.The role has one direct report and oversight of University intern students engaged by CEB.Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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