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Customer Insights Lead

4 months ago

Docklands, Australia Open Universities Australia Full time
Job Description

We collaborate with various teams throughout the student journey, collecting, connecting, and analysing performance data, voice of customer and external datasets. Our primary goal is to provide reliable, actionable, and timely insights to enhance the student experience and outcomes.

As a Customer Insights Lead, you will play a pivotal role in shaping a category leadership approach across the organisation. You will connect marketplace and category insights to identify opportunities, building organisational momentum to deliver better experiences for our students and unlock value for our marketplace partners.

Here's a glimpse of what a typical day might entail

Learner demand and competitor analysis

  • Stay informed about current and future trends in learner demand.
  • Conduct market research and category analysis, considering economic, sector, technology, and social trends that could impact learner demand.
  • Utilise these insights to support business and partner understanding of market, category, learner, and marketplace service performance.

Marketplace listings performance analysis

  • Develop and maintain an analytical method for comparing listings and partner performance across various metrics, including impressions, views, prospects, enrolments, and revenue.
  • Implement appropriate segmentation for category and subcategory benchmarking.

Category expertise

  • Become an education category expert by staying up-to-date with sector trends, learner behaviour, and market dynamics. 

Identify and communicate opportunities.

  • Identify future growth opportunities and formulate appropriate recommendations.
  • Conduct in-depth analysis of category and listings data and generate actionable insights.
  • Collaborate with cross-functional teams to align category strategies with overall business objectives.
  • Develop and facilitate a framework and practices for teams to ensure that insights are accessible to all stakeholders who would benefit from them.

Maintain and extend research and data sources.

  • Seek, collect, and connect new data sources to expand our knowledge of category and learner demand.
  • Conduct new and recurring research to support learner demand insights.
  • Enhance and automate the collection, maintenance, and publication of higher education market data.

Here are some ways you will bring your best to this role 

  • Demonstrate proven experience in category strategy development and insights.
  • Utilise a range of quantitative, qualitative, and analytical methodologies to generate actionable insights.
  • Possess relevant education in Market Research, Economics, Data Insights, or Statistics.
  • Have experience in consultations and presenting to a diverse range of stakeholders.
  • Be well-versed in innovative research techniques or research methods.
  • Take on a facilitation/partnership role to enhance awareness, consistency, and quality.
  • Define and manage organisational frameworks and approaches.
  • Think with a business-centric mindset and creatively address problems to deliver solutions.
  • Exhibit strong ownership of problems and adopt a consultative approach to business partnering.

What do we offer? 

  • Not-for-profit salary packaging benefits, including novated leasing 
  • Competitive market salary complemented with annual individual and company incentives 
  • Discounted gym memberships and health insurance
  • Opportunities for continuous learning and training
  • Subsidised study opportunities 
  • A paid subscription to Calm as part of our commitment to health and wellbeing 
  • An inclusive leave policy that recognises significant events outside of public holidays 
  • Workation leave – work remotely anywhere for 10 days of the year 

OUA is committed to fostering an inclusive and diverse workplace that mirrors the diversity of the marketplace we serve. We encourage candidates from all backgrounds to apply, even if they do not meet all the listed requirements. We value unique perspectives and experiences that can contribute to our mission of helping students transform their lives.


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