- Offering up to $115 + Super, dependant on experience
- Hybrid working in Brisbane CBD
- Submission Deadline to client 22/09 at 5pm

The Opportunity

Join a major Queensland Government digital customer environment focused on improving how Queenslanders access and experience government services. Working within a whole-of-government service function spanning phone, chat, counter and online channels, this role will lead the use of customer research, analytics and feedback to identify service improvements and strengthen customer-centred decision-making.

About the Role

This role brings together customer insights, research and analytics, with a strong focus on translating evidence into practical service improvements. You will:

- Lead the collection, analysis and interpretation of customer data and feedback.
- Conduct user research, contextual inquiry, sentiment analysis and usability testing.
- Use A/B testing, multivariate testing and surveys to inform product and service design.
- Undertake driver analysis to identify opportunities to improve customer experience.
- Develop customer experience reports, dashboards and actionable insights.




- Communicate research and insights through strong facilitation and storytelling.

About You

You will be an experienced customer insights or research professional who can operate effectively across complex, multi-channel service environments. Ideally, you will bring:

- Experience designing, collecting and analysing customer data and feedback.
- Exposure to voice, chat, digital and/or face-to-face service channels.
- Robust customer, market or user research capability.
- Experience translating complex data and research into actionable recommendations.
- Strong stakeholder engagement, workshop facilitation and presentation skills.
- Market research experience and/or relevant social science qualifications are desirable.
- Government experience is desireable, must be able to meet hybrid requirements in Brisbane CBD

The Benefits

- Contribute to services used by Queenslanders across multiple channels.
- Work across customer research, analytics, digital and service improvement.

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📌 Customer Insights Lead (Queensland)
🏢 Davidson
📍 Queensland