Job Description

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- Leading the collection, analysis and interpretation of customer data and feedback across multiple service channels.
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- Conducting customer and user research using techniques such as contextual inquiry, sentiment analysis, usability testing, A/B and multivariate testing, and surveys.
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- Performing customer and driver analysis to identify trends, behaviours, pain points and opportunities for service improvement.
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- Developing high-quality customer experience reports, dashboards and actionable insights.
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- Translating complex research and analytics into clear recommendations for business and product stakeholders.
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- Building strong relationships across multidisciplinary teams and embedding customer insights into decision-making.
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- Facilitating workshops and presentations and using strong storytelling techniques to communicate research findings.
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- Contributing to the development and maintenance of customer research and insights repositories.
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- 8 Month Contract
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- Brisbane Base
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- $125 P/H
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You will be responsible for:

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- Leading the collection, analysis and interpretation of customer data and feedback across multiple service channels.
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- Conducting customer and user research using techniques such as contextual inquiry, sentiment analysis, usability testing, A/B and multivariate testing, and surveys.
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- Performing customer and driver analysis to identify trends, behaviours, pain points and opportunities for service improvement.
n
- Developing high-quality customer experience reports, dashboards and actionable insights.
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- Translating complex research and analytics into clear recommendations for business and product stakeholders.
n
- Building strong relationships across multidisciplinary teams and embedding customer insights into decision-making.
n
- Facilitating workshops and presentations and using strong storytelling techniques to communicate research findings.
n
- Contributing to the development and maintenance of customer research and insights repositories.
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About You

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You will be an experienced customer insights, research or analytics professional who is comfortable combining quantitative and qualitative data to understand customer behaviour and improve services.

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You will bring:

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- Strong experience collecting, analysing and interpreting customer data and feedback.
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- Experience working with customer information across voice, chat, digital and/or face-to-face channels.
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- Demonstrated experience in customer insights, customer experience, market research, user research or a related discipline.
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- Strong analytical capability with the ability to identify trends, drivers and meaningful insights from complex datasets.
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- Experience producing dashboards, reports and executive-level insights.
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- Strong stakeholder engagement and relationship management skills.
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- Excellent written and verbal communication, including workshop facilitation and presentations.
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- The ability to operate effectively in a fast-paced, high-profile setting with changing priorities.
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- Strong collaboration skills and the ability to deliver outcomes within agreed timeframes.
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📌 Customer Insights Lead (Queensland)
🏢 Talent
📍 Queensland