Manager, Customer Research and Insights

2 weeks ago

Brisbane, Australia Queensland Government Full time

Lead and manage customer research and deliver actionable customer insights for key business stakeholders.
The position is responsible for leading a team to implement the customer research and insights program, which includes delivery of voice of customer initiatives, end to end management of research processes for key projects, generating insights and metrics reporting.
Key Outcomes and Accountabilities
Lead and manage the Customer Research and Insights team to deliver operational excellence by:
Planning, developing, coordinating and delivering quantitative and qualitative research initiatives to uncover challenges faced by the organisation and our customers, explore problems, generate insights and build and test solutions
Gathering and providing customer insights that can be used to innovate and inform business decisions and processes across the organisation
Procuring research services and manage research supplier relationships
Interpreting research data to support the identification of critical paths and trends to optimise processes and customer interactions
Identifying business challenges that will benefit from customer research and analytics to identify and assess customer needs and provide insights and recommendations to achieve an uplift
Drawing on information from diverse sources, using experience to analyse customer impacts (internal & external) to identify transformation and customer research opportunities and new, high-value business initiatives
Understanding pain points and potential customer interventions and opportunities which support the organisations' vision, mission and business objectives
Undertake reporting and insights collation the analysis of customer satisfaction information and capture methods to ensure strategic alignment and creation of new initiatives
Retain audit details of all customer interviews and surveys and align these with requirements for change
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.
Demonstrate effective interpersonal skills in communication, consultation and negotiation, report writing, written correspondence and digital content capabilities.
Tertiary qualification in a relevant field (e.g. Business, Psychology) and/or demonstrated relevant and equivalent work experience.
**How to Apply**:
A brief letter (maximum 2 pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. This should not be a repeat of your resume.
It is your opportunity to tell us how you meet the required competencies, key outcomes/accountabilities and any specific role requirements
**Referee checks**:
It is recommended you seek approval when nominating a person as a referee. Referees should have a thorough knowledge of your work performance and conduct, and it is preferable to include your current/ immediate past supervisor.
By providing the names and contact details of your referee/s you consent for these people to be contacted by the selection panel. If you do not wish the panel to contact your referees without your permission, please make this clear on your resume.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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