Head of Customer Insights

Are you ready to lead the transformation of customer insights and analytics in a dynamic, growth-focused environment? We’re seeking a visionary Head of Customer Insights to drive our enterprise-wide customer insights strategy, harnessing and human-centred design to deliver and analytics that shape our future. About the role Imagine a business where every decision is powered by genuine customer understanding. That’s what we’re building, and we need you to lead the way. We’re on the hunt for a Head of Customer Insights who’s ready to shake things up. You won’t just run surveys or crunch data - you’ll transform how we listen, learn, and act. You’ll turn scattered information into integrated, multi-source insights that actually predict what’s next, not just explain what happened. This is not a data analytics role - it is about deep customer insights where you will be proficient in being able to design an insights roadmap - stitching together qualitative and quantitative insights to form the basis of our go to market strategy and our competitive advantage. You’ll be the architect of our insights strategy, moving us from “what did our customers do?” to “what will they do next - and why?” You’ll lead research programmes that dig deep into customer journeys, brand perceptions, and those under-explored segments that everyone else overlooks. Residential VHB, multi-residential builders, plumbers, commercial developers - you’ll know what makes them tick, and you’ll help us serve them better. You’ll champion digital engagement, building vibrant customer communities and listening in on social channels to catch the whispers before they become trends. You’ll collaborate with universities and research bodies, bringing fresh thinking and credibility to everything we do. Your insights will shape our marketing, sales, and innovation teams’ priorities. You’ll be the storyteller who turns complex analytics into clear, actionable recommendations for our Executive and Senior Leadership Team. When you speak, people will listen - and act. You’ll deliver: A customer insights strategy that’s woven into our corporate and marketing plans. Integrated reports that combine internal and external data, giving us the full picture. Segment-specific insights that unlock growth in every corner of our business. Brand equity tracking and service blueprints that reveal what our customers really experience. Digital dashboards and predictive models that drive acquisition, retention, and lifetime value. You’ll bring: A proven track record leading customer data, analytics, and insights in a fast‑paced B2B environment. The ability to turn insights into compelling stories that influence executives and boards. Deep expertise in qualitative and quantitative research, advanced analytics, and marketing performance. A discovery mindset and genuine customer empathy. Hands‑on experience with analytics platforms (SQL, Python/R, Tableau/PowerBI). A knack for digital engagement - customer panels, social listening, online collaboration. A strong grasp of data governance and privacy compliance. Experience building external partnerships to extend our insights capability. Success here means transforming our insights function from episodic and descriptive to integrated, predictive, and prescriptive. You’ll help us grow, innovate, and put the customer at the heart of every decision. Why Join Us? Join our vibrant team at GWA, where our rich Australian and New Zealand heritage , technical expertise , and innovative drive , combine with our iconic brands to create something truly extraordinary. For over a century, we've been crafting innovative, high‑quality products for homes and offices, including market‑leading brands like Caroma, Methven and Clark. We're a dynamic and purpose‑driven organisation that is deeply committed to fostering innovation and promoting sustainability in all aspects of our operations. Enjoy comprehensive access to professional development opportunities through our iLearn platform, designed to support your career growth andenhance your skill set . This resource offers a variety of courses and training programs tailored to meet the evolving needs of our team members. Thrive in a collaborative and supportive team environment that genuinely values individual growth and teamwork . We believe that when our employees succeed, the organisation as a whole flourishes, and we work together to create an atmosphere where everyone can achieve their full potential . About us At GWA, we're not just a company—we're a supportive community committed to making everyday water experiences extraordinary. Our dedication to water sustainability, customer‑first values, and community engagement creates a ripple effect of positive impact, ensuring that our consumers not only enjoy our products, but also contribute to saving millions of litres of water each year. When you join us, you'll discover a welcoming workplace where safety, collaboration, and inclusivity are the cornerstones of our culture. Every contribution matters, and we provide a supportive environment where you can thrive, learn, and grow, recognising and celebrating performance in diverse and meaningful ways. We celebrate the unique perspectives and talents that everyone brings with them and foster a culture of care where you feel valued and empowered to succeed. Our cultural pillars—We are One Team , We are Customer Focused , and We Care for Each Other —are more than just words; they're our way of life. What can you expect from us? Join us as we continue on our journey from Good to Great, where you'll collaborate with inspiring colleagues, engage with iconic brands, and contribute to a business with a legacy of strong growth. Take the first step towards an exciting career and become part of a team that's dedicated to delivering exceptional customer experiences and making a real difference in the world. We value passion, potential, and a willingness to learn. Hybrid working options Competitive remuneration and bonus structures An immersive onboarding program to set you up for success Opportunities to learn and grow through our Learning & Development programs ‘Great Rewards’ program - exclusive access to discounts and cashback rewards at your favourite stores ‘Bathrooms & More’ program - great discounts on a wide range of our products Volunteer and Community Service Leave Option to purchase additional annual leave Opportunity to take advantage of novated leasing options Health & Wellbeing Services with 24/7 in app access to medical advice, safety support and mental healthcare for you and your immediate family members. Annual flu vaccinations Medibank Health Insurance - discounts on corporate cover Ready to make your mark? Join us and help shape the future of customer experience. Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies for this position. #J-18808-Ljbffr