About the role
1. Play a key role in the design, set up, and implementation of critical Customer Experience (CX) and insights programs, working with stakeholders across NSW Government
2. Support the Customer Insights Manager in the end-to-end delivery of these CX and insights projects - including project management, stakeholder management and workshops, research and questionnaire design, data analysis, and reporting
3. Lead the development of insights reports and presentations to stakeholders - leveraging a variety of data sets (including both quantitative and qualitative) to tell a story and developing clear insights and delivering concrete recommendations
4. Manage the delivery of ad-hoc qualitative and quantitative customer research
5. Seek opportunities and implement solutions to improve sector capability in using customer insights and analysis, including by providing research advice and expertise to internal and external stakeholders
6. Apply best practice project management principles to ensure efficient and effective use of project resources to deliver objectives within established timeframes and project plan
Ideal candidate
7. 5+ years' experience working in agency or client-side in a customer research or insights focused role
8. Experience in customised market research, Customer Experience (CX), and Voice-of-Customer (VoC) research, programs, techniques, and tools - including experience in designing and managing these projects end-to-end
9. Strong experience in quantitative market research is essential, while experience in qualitative research is beneficial
10. Proven ability to manage multiple projects and competing deadlines
11. Experience in managing and influencing stakeholders
12. Experience in data analysis and using multiple data sources to generate insights and recommendations
13. Strong report writing and storytelling skills - generating clear insights and delivering concrete recommendations
14. Experience in questionnaire design
15. Strong proficiency in the Microsoft Suite (PowerPoint, Excel, and Word)
16. Strong proficiency with Q Research Software is essential
17. Strong verbal, presentation, and written communication skills - including experience in presenting to senior stakeholders
18. Ability to work unsupervised to meet deadline
For a confidential discussion