Aps Level 6

7 days ago

Canberra, Australia IP Australia Full time

Closing date: 19/05/2025

**About the job**:
**Vacancy information**:
Position title: APS Level 6 - Customer Insights Manager_EXT

Job Requisition ID: 1299

Location: Canberra on Ngunnawal Country

Due to the nature of the work, this is an office-based position.

Tenure: Ongoing/Non-Ongoing for a period of up to 12 months

**Our Opportunity**:
The Customer Insights Manager leads a small team to monitor and measure customer sentiment, use, and satisfaction including analysing customer sentiment and generating intuitive improvement opportunities. The role will lead the management, delivery, and enhancement of the customer insights reporting, Touchpoint surveys, Pulse surveys, Targeted surveys, and Customer feedback. You will analyse and inform the agency on customer trends and feedback to develop meaningful insights and improvements for IP Australia’s customers.

The role also contributes to broader section and group activities including strategic projects. Working closely with stakeholders, the role provides an active contribution to customer improvement initiatives to enhance satisfaction with our services. You will improve customer centric capability across IP Australia and utilise data to inform decision making at all levels.

**Job specific capabilities**:
The right person for this role will:

- Lead and deliver customer insights activities to monitor, measure, and analyse using an evidence-based approach through customer data
- Enhance and improve customer insights reporting including developing real-time reporting. Manage the delivery and enhancement of the customer insights strategy including customer surveys (Touchpoint, Pulse, and Targeted), customer feedback and enquiries
- Analyse customer sentiment to inform the agency on customer trends and develop meaningful insights and improvements
- Manage survey tools including contracts and procurements
- Identify opportunities to improve processes and work practices in customer experience, service, and satisfaction
- Lead and prepare written material including reports, papers, and corporate documentation including input into executive, group and team reports on customer insights
- Lead a small team to build an effective, positive, and collaborative culture, including coordinating resources to participate in customer improvement activities
- Build and sustain strong relationship management and stakeholder engagement skills to support the delivery of section outcomes and ensure that insights are aligned with strategic decision making and operational goals
- Approach work with a customer centric approach to achieve results
- Contribute to a cohesive team environment and adapt to new and changing circumstances
- Have exceptional engagement skills, being able to connect with colleagues collaboratively to draw insights that inform decisions.

**Looking for more information?**:
**Applications Close**:
Applications close at 11:59pm on Monday 19 May 2025

  • Aps Level 6

    5 days ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $88,439 - $99,772 - Fairbairn, ACT The Business Systems Review and Reporting (BSRR) Section is seeking a Data Officer to contribute to reporting that enables real-time insights on prescription medicines and improve business processes. Applicant Kit Applicant Kit

  • Aps Level 6

    3 days ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $88,439 - $99,772 - Fairbairn, ACT - Parramatta, NSW The Pharmacist Evaluation Section primarily evaluates minor variations to prescription medicines and provide a pivotal role in supporting other clinical evaluators within the branch and the wider organisation. Applicant Kit Applicant Kit

  • Aps Level 6

    2 weeks ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $91,092 - $102,765 - Fairbairn, ACT ; Parramatta, NSW The Adverse Event and Medicine Defects Section of the Pharmacovigilance Branch is seeking to fill multiple APS6 roles. We are seeking an evaluator in the medicine defects team and a pharmacovigilance office in the adverse event database team. Applicant Kit Applicant Kit

  • Aps Level 6

    1 week ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $91,092 - $102,765 - Fairbairn, ACT The Regulatory Compliance Branch is seeking applicants for a Senior Compliance Officer (APS6) role in the Compliance Assessment and Monitoring Section. The successful applicant will supervise a small team responsible for the identification and triaging of non-compliant imports, supply and advertising of...

  • Aps Level 6

    1 week ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $91,092 - $102,765 - Fairbairn, ACT This full-time ongoing position is a great opportunity for you to bring your administrative and organisational skills to contribute to the quality of medicines supplied in Australia. You'll be working as part of a supportive team and with flexible working arrangements to coordinate inspection arrangements...

  • Aps Level 6

    2 weeks ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $94,736 - $106,876 - Fairbairn, ACT The Therapeutic Goods Administration, within the Department of Health and Aged Care, is looking for an enthusiastic and high-performing team member to join the Special Access Section. **Mandatory Qualification**: To be eligible for this position applicants must hold a current registration as a practising...

  • Aps Level 6

    2 days ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $88,439 - $99,772 - Fairbairn, ACT The Senior Intelligence Analyst develops and maintains the TGA’s collection capability through stakeholder engagement, undertakes analysis of multiple data streams and provides timely intelligence advice to enable its clients to make informed decisions when undertaking compliance and enforcement action in...

  • Aps Level 6

    2 days ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $91,092 - $102,765 - Fairbairn, ACT Health Products Regulation Group's Prescription Medicines Authorisation Branch in Medicines Regulation Division is seeking to fill a Program Officer position at the APS6 level in Business Systems review and Reporting Section on an ongoing basis. We are looking for a motivated, engaged, high performing...

  • Aps Level 6

    1 week ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $88,439 - $99,772 - Fairbairn, ACT Melbourne, VIC Use your clinical or scientific capability, and enthusiasm for dynamic and varied work, to have a direct impact on ensuring Australians have safe access to medicines and other chemicals. In our collaborative multi-disciplinary team, you would work at the heart of high-profile government...

  • Aps Level 6

    1 week ago

    Canberra, Australia Australian Government Therapeutic Goods Administration Full time

    APS Level 6 - $88,439 - $99,772 - Fairbairn, ACT Do you want to be part of providing a better health and wellbeing for all Australians? Do you want to be challenged in your work? Do you want to be part of a high performing team? The Chemistry Section within the Laboratories Branch of the Therapeutics Good Administration is looking for analytical chemists...