Customer Insight and Research Lead

Full-time permanent position
- Competitive salary
- Join an established, friendly team with strong values and a community focus

Are you data driven and customer led? Do you thrive on improving customer experience and providing performance measurement? This might be the perfect opportunity for you.

**The role**

Reporting to the Head of Customer Experience, you will be a key member of the team working closely with internal and external stakeholders. The Customer Insight and Research Lead supports the delivery of the ECH strategic vision and customer strategy, providing key insights to meet the customer experience ambition. Collaborate with cross functional teams to enhance customer understanding delivering actionable insights that lead to satisfied customers.

**What it’s like at ECH**
- We’re proud of what we do, we’re proud of how we work together and we’re proud of the impact that ECH has on people’s lives.
- We’re future focused. We don’t stay still. We are always in search of new ways to improve the lives of older South Australians.
- Our people drive our success and how we work together is as important as what we deliver.
- Diversity is in our DNA. We seek out and celebrate diversity in all its forms and tap into the richness of ideas, experiences and perspectives that it brings.
- We grow our people. Everyone has the opportunity to grow, develop and build their career with ECH.
- At ECH we are integrating work and life. We are embracing technology and new ways of working which support a new level of flexibility for our people.
- Whether it be face-to-face, on-the-job or online, we love learning because we know it makes us better.

***What you’ll be doing**
- Provide evidence and insights to drive strategy implementation and improvements
- Analyse and translate data gathered through customer surveys to implement informed improvement
- Enhance customer centricity and decision making across ECH
- Collaborate with a variety of people to understand interactions that matter to customers
- Comply with relevant legislations, requirements, and standards.
- Experience using Voice of Customer platform
- Work with external research partners E.g Universities

**Who we’re looking for**
- Someone who is proactive and driven
- Tertiary qualification in Business, Economics, Statistics or relevant fields
- Previous exposure to reporting and analysis with the ability to transform data into information
- Ability to manage competing deadlines across different stakeholder groups
- Agile, proactive and passionate about working in a fast-paced environment
- Strong customer service and organisational skills
- A can-do attitude, and a willingness to learn

But also someone who:

- Is kind, even if they’re a bit stressed out
- Likes what we do - caring for people in the community
- Is dynamic and energetic
- Is flexible and adaptable
- Loves diversity
- Will contribute their ideas and hard work to make ECH better every day.

**Click here for a copy of the Position Description**

**You will need**
- COVID-19 vaccination (including booster if eligible)

***It’d also be helpful if you had**:

- A current Police Check

If you don’t, that’s ok, we can help with this.

**More about ECH**

ECH is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $18,549 per annum to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted gym memberships).

You will be provided with full training and support including all equipment that is required to succeed in this role.

If you need more reasons to want to join ECH, have a look through our website to see the amazing ways in which we support ageing South Australians. While you are there, check out the videos on our Employment page from some of our amazing staff and hear about their jobs and why they love working for ECH.

So, if you think this might be the job for you and you feel aligned to who we are and what we do please APPLY NOW by filling in your personal details and answering the questions below, along with submitting your cover letter and Resume/CV on the next page.

Applications close: Sunday 12th March at 5pm, and should be addressed to Ebony Davies, HR Officer