Aps Level 6

4 days ago

Canberra, ACT, 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

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