Senior Customer Research And Insights Officer

Senior Customer Research and Insights OfficerFlexibleThe purpose of this position is to undertake and coordinate customer research and deliver actionable customer insights for key business stakeholders.The position supports delivery of the customer research and insights program including the implementation of voice of customer initiatives, management of end-to-end research processes for key projects, and provision of insight communications and metrics reporting.Work flexibly from either Brisbane or one of our regional centres; Cairns, Gold Coast, Mackay, Maryborough, Rockhampton, Toowoomba, Townsville, Sunshine Coast (subject to office availability).Key Outcomes and Accountabilities

The aim of this role is to:Undertake and coordinate research processes to deliver operational excellence by contributing to the:planning, development, coordination and delivering of quantitative and qualitative research initiatives to uncover challenges faced by the organisation and our customers, explore problems, generate insights and build and test solutions.gathering and provision of customer insights that can be used to innovate and inform business decisions and processes across the organisation.procurement of research services and management of research supplier relationships.interpretation of research data to support the identification of critical paths and trends to optimise processes and customer interactions.identification of business challenges that will benefit from customer research and analytics to identify and assess customer needs and provide insights and recommendations to achieve an uplift.drawing on information from diverse sources, using experience to analyse customer impacts (internal & external) to identify transformation and customer research opportunities and new, high-value business initiatives.understanding of pain points and potential customer interventions and opportunities which support the organisations' vision, mission and business objectives.reporting and insights collation in the analysis of customer satisfaction information and capture methods to ensure strategic alignment and creation of new initiatives.retaining of audit details of all customer interviews and surveys and align these with requirements for change.Work with the Customer Experience, Research and Insights branch to support and drive collaboration and teamwork to ensure effective outcomes for the business.Candidate Attributes

Ability to lead and deliver customer research tasks within specified timeframes that meet objectives and quality standards.Experience in quantitative and/or qualitative research design and implementation, including analysis, reporting and interpretation.Demonstrated commitment to achieving organisational excellence through working collaboratively with team members and other teams.Demonstrated investigative, analytical, planning and problem-solving skills and attention to detail.Demonstrated effective interpersonal skills in communication, consultation and negotiation, report writing and written correspondence.Tertiary qualification in a relevant field (e.g. Business, Psychology) and/or demonstrated relevant and equivalent work experience.To apply for this opportunity, please submit your resume and a statement of suitability (maximum of 2 pages) outlining your skills and experience relevant to this role.Further information

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