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Principal Advisor, Customer Research

2 weeks ago

Brisbane, Australia Transport and Main Roads Full time

The Principal Advisor, Customer Research will grow the Transport Talk online community in a way that maintains community engagement whilst delivering evidence-based actionable insights to TMR business areas. They will be an agent of change in a highly complex and dynamic environment, which will allow them to think outside the box in delivering customer-focused business improvements and outcomes.

**Accountabilities include**:

- Capability uplift of business areas across TMR to utilise the voice of the customer in their business decisions by providing actionable customer insights and communicating customer stories
- Reporting on successes and lessons learned from the Transport Talk community, including identifying opportunities to leverage insights and lessons across research and design activities to deliver whole-of-department value
- Acting as a central point of contact for TMR-wide customer enquiries related to the online community and managing the customer relationship from a technical support perspective with mínimal supervision
- Developing and tracking performance metrics and formulating proactive engagement strategies and activities to ensure the Transport Talk community remains energised and is meeting its objectives
- Managing technical administration tasks such as member database management, workspace setup, permissions, incentive administration, and content publishing
- Profiling the community through interactive dashboarding, showcasing the breadth of the community and areas to target for recruitment
- Working with business areas to design end-to-end customer research activities to deliver business requirements, including data collection, analysis and reporting
- Coordinating and managing projects on time and on budget, working closely with colleagues in CEB and other business areas
- Training internal TMR staff on Qualtrics platform capabilities, including educating staff about Transport Talk and customer research methodologies
- Finding new spins on data analysis, visualisation and online community engagement to deliver clear actionable insights
- Actively participating in performance conversations to build and support a culture of performance excellence

This position reports to the Director, Customer Research and Insights.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.