Customer Research Manager

Job Description

Hays Parramatta, New South Wales, Australia Business Director at Hays | Policy & Strategy - Recruiting across #Policy #Project #Community #Risk #Governance #Compliance Your New Company A leading utility provider is seeking a Customer Research Manager to join their Customer and Strategic Insights (CSI) team. This organisation is committed to delivering high-quality services and continuously improving customer experience through strategic insights and data-driven decision-making. Your New Role As the Customer Research Manager, you will enable the CSI team to provide key customer research and insights supporting better decision-making across the business. You will assist in establishing and delivering various research programmes, including vendor and delivery management for customer insight trackers, dashboards, and ad hoc research projects. Additionally, you will support the broader CSI team in aligning and delivering insights sourced from supporting programmes, such as the data analytics team. Purpose of the Role: Support and contribute to a consistent and evidence-based view of customer needs and expectations, and our performance at meeting customer outcomes. Maintain relevant and up-to-date customer contact details to enable robust research. Embed tools within the business to assist in delivering the research programme, such as operationalising customer and stakeholder categories. Implement, deploy, and maintain enterprise-wide measurement for customer experience. Contribute to and support the structured programme of collecting data regarding customer experiences to better understand their needs and expectations. Deliver thematic summaries and reports synthesising relevant insights into actionable recommendations for business stakeholders. Support enterprise-wide deployment and adoption of CX measurement tools, technologies, and ways of working across all key customer touchpoints. Support the Customer Research communication and education programme by writing articles that articulate the work done by the Customer Research team to the wider business. Accountabilities and Deliverables: Implement customer research projects to meet business requirements, including framing research questions, identifying appropriate research methods, and delivering and reporting actionable insights. Apply a range of qualitative and quantitative research methods, including data collection (e.g., customer surveys, interviews, and focus groups), data analysis, and report creation. Contribute to the continued rollout of customer measurement across all significant customer touchpoints and major business initiatives. Engage, advise, and educate business stakeholders on the interpretation and application of customer insights to improve customer experience. Work flexibly and collaboratively with a small team across a range of simultaneous projects. Provide training to upskill business users in the use of research tools and processes. Identify and socialise actionable insights from research studies in collaboration with the Customer Research Manager and Customer Research Leads. Create and manage customer contact lists for surveys, ensuring information is well-maintained, accurate, and up-to-date. Operationalise customer and stakeholder categories across the organisation's key tools, such as SAP CRM and Consultation Manager. Support the Customer Research Manager and Customer Research Leads in working with key internal stakeholders to identify research priorities that address knowledge gaps in customer and community value. Support the Customer Research team in comprehensive analysis of research findings and integration into business planning and decision-making. Maintain strong internal and external networks, including with subject matter experts and industry peers, to support customer research initiatives. What You'll Need to Succeed Experience in customer research, including qualitative and quantitative research methods. Strong analytical skills and the ability to interpret and present data effectively. Excellent communication skills, both written and verbal. Ability to work collaboratively with a small team and manage multiple projects simultaneously. Experience in managing customer contact lists and operationalising customer categories. Knowledge of customer experience measurement tools and technologies. Ability to engage and educate business stakeholders on customer insights. What You'll Get in Return The opportunity to shape and influence customer research initiatives at a leading utility provider. A collaborative and supportive work environment. Competitive salary and benefits package. Opportunities for professional development and career growth. The chance to make a meaningful impact on customer experience and business outcomes. Pay of $550-650+ per day. 6-month contract period. What You Need to Do Now If you're ready to take on this exciting challenge and lead customer research initiatives, apply now! Seniority level Associate Employment type Contract Job function Research Industries Government Administration and Utilities #J-18808-Ljbffr