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Customer Insights Lead

vor 3 Monaten

Brisbane City, Österreich The State of Queensland Vollzeit

Transport and Main Roads (Organisation site )
Design & Capability; Customer & Digital Strategy; Queensland Government Customer & Digital Group; Brisbane City

As Customer Insights Lead, you will use your deep curiosity, thought leadership, and expertise in quantitative and qualitative methods to research, analyse and develop actionable insights to drive transformational change in citizen experience of government service delivery. You will work collaboratively with stakeholders across government to lead strategic customer research and in multidisciplinary teams on research activities across digital product and service design processes, building in measurement to continue to measure, test and learn.

In this role you will work with a talented and innovative team that actively supports your career development, and provides the opportunity to work flexibly on whole of government initiatives that make a positive difference to the lives of our citizens.

Work in an innovative, multi-disciplinary team that champions the delivery of contemporary, customer-centric and digitally enabled Queensland government services through:
- leadership and capability building in human-centred design practices across Queensland Government
- whole-of-government customer and digital experience policy, strategy, insights, tools and guidance
- service and user experience design to transform government service delivery.

As Customer Insights Lead, you will lead customer research and insights for strategic whole of government initiatives and operational service delivery.

This will include:
- Lead quantitative research activities, including management of the annual whole-of-government customer satisfaction tracking survey, sample design, instrument design, and survey data analysis
- Design, plan and lead research activities to inform digital product and service design processes, using but not limited to usability studies, contextual inquiry, sentiment analysis, usability testing, A/A or multivariate testing and surveys.
- Analyse customer data and undertake driver analyses to provide customer insights to inform opportunities for continuous improvement of service delivery
- Establish and maintain effective relationships across Queensland Government to support delivery of the customer research and insights initiatives.
- Use your facilitation and storytelling skills to present and share insights to build organisational understanding of customer insights
- Build and maintain a customer research and insights repository for sharing research and insights with other teams
- Build and champion a standard set of measurement approaches and tools in consultation with government stakeholders to encourage alignment of customer experience measurement across government

Applications to remain current for 12 months.

Job Ad Reference: QLD/571680/24

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

Please ensure you download all attachments and follow the instructions on how to apply.

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Inclusion and diversity

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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