Offering up to $115 + Super, dependant on experienceHybrid working in Brisbane CBDSubmission Deadline to client ***** at 5pmThe OpportunityJoin a major Queensland Government digital customer workplace 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 RoleThis 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 YouYou 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.Strong 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 CBDThe BenefitsContribute to services used by Queenslanders across multiple channels.Work across customer research, analytics, digital and service improvement.
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📌 Customer Insights Lead (Brisbane)
🏢 Davidson
📍 Brisbane