Customer Research Specialist

**Churches of Christ, Communications and Marketing, Kenmore Campus**

**Permanent, Full-time Opportunity**

**About us**:
Churches of Christ has a long and proud history of care. We are one of Australia's largest and most diverse not-for-profit organisations, active in Children, Youth and Family Services, Affordable Housing, and Seniors Living. We have been there for thousands of Australians who've needed our compassion and care for 140 years. Our team of 4000 is helping to ensure our 25,000 customers across Queensland and Victoria to feel supported, welcomed and connected.

**The importance of this role**:
The Customer Research Specialist will generate customer insights that enable us to respond and adapt to our customers’ needs. The work that you do will meaningfully improve customer experience, and help to embed a customer-centric culture in our organisation.

In this role you will:

- Conduct primary and secondary market research activities to inform and improve our processes, service delivery, brand and the customer’s experience.
- Engage with key stakeholders to identify their business requirements; generate research briefs, select appropriate research and sampling methodologies, design and conduct research, develop reporting and recommendation.
- Develop customer journey maps and customer personas for multiple market segments across the organisation.
- Facilitate customer experience organisational change and related projects.
- Contribute to the development and implementation of a Customer Insights Program; oversee customer experience related activities, systems and metrics that help us understand our customers and consumer brand.

**About you**:
You are an accomplished Customer Experience professional with a deep understanding of what it means to be customer-centric. Collaborative in your approach, you will use your strong research and analysis skills to communicate customer insights to our business stakeholders and influence positive change.

In order to thrive in this role your skills, knowledge and experience should include:

- Tertiary qualifications in a quantitative discipline or social sciences.
- Demonstrated research and analytical skills.
- Knowledge of CRM systems (Eg: Salesforce, Dynamics 365) and Customer Insight programs.
- Three years quantitative and qualitative research experience.
- Experience building surveys and dashboard reports in Qualtrics and analysis of qualitative data.
- Two years’ experience in coordinating projects and/or process improvement related functions.
- Three to five years’ experience in a marketing, brand or CX role.
- A National Police Check or ability to obtain.

Importantly, you will be someone who closely aligns with our organisational values of: Unconditional Love, Continual Innovation, Mutual Trust, Wise Stewardship and Safety.

**What you can expect from Churches of Christ**:
You will be part of a supportive team and making an important contribution to an organisation that changes lives every day. You will also:

- Maximise your take home pay with Salary Packaging (up to $15,900 per year tax free)
- Put up to $2,650 of your pre-tax income towards entertainment expenses (flights, accommodation, car rental etc.)
- Enjoy five weeks’ annual leave.
- Have the opportunity to further develop your skills and experience
- Work in a diverse team that looks after brand, customer experience, marketing, events, communications, stakeholder engagement and digital
- Have flexible working / working from home options

**To apply**

**Applications will be assessed as received