The right person for this role will:

Lead and deliver customer insights activities to monitor, measure, and analyse using an evidence-based approach through customer data

Enhance and improve customer insights reporting including developing real-time reporting. Manage the delivery and enhancement of the customer insights strategy including customer surveys (Touchpoint, Pulse, and Targeted), customer feedback and enquiries

Analyse customer sentiment to inform the agency on customer trends and develop meaningful insights and improvements

Manage survey tools including contracts and procurements

Identify opportunities to improve processes and work practices in customer experience, service, and satisfaction

Lead and prepare written material including reports, papers, and corporate documentation including input into executive, group and team reports on customer insights

Lead a small team to build an effective, positive, and collaborative culture, including coordinating resources to participate in customer improvement activities

Build and sustain strong relationship management and stakeholder engagement skills to support the delivery of section outcomes and ensure that insights are aligned with strategic decision making and operational goals

Approach work with a customer centric approach to achieve results

Contribute to a cohesive team environment and adapt to new and changing circumstances

Have exceptional engagement skills, being able to connect with colleagues collaboratively to draw insights that inform decisions.

Looking for more information?

For more information about this role, including the type of person we are looking for, please refer to the candidate kit available by clicking the 'Apply Now' button.

Applications close at 11:55pm on Monday 19 May 2025.