Customer Insights & Research Officer - Support Office

Summary about this job

Detail information about job Customer Insights & Research Officer - Support Office. Terms and conditions vacancy

Service NSW

Customer Insights & Reasearch Officer

SNSW Grade 7/8 – The package includes base salary starting at $88,450, plus employer's contribution to superannuation and annual leave loading.

Location – Support Office - Haymarket

Employment Status - Temporary Full Time (End date: 30/06/2020) with the opportunity to be extended or become ongoing

About Service NSW

Established in 2013, at Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering a positive customer service experience! The Service NSW team is committed to making a difference. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure focus is always on the customer.

Primary Purpose of the Role 

The Customer Insights and Research Officer role represents the Voice of the Customer (VoC), embedding a customer first focus for the EtdB program. The role will assist in developing research initiatives to guide and implement EtdB strategies, including delivering commissioned and desktop projects based on high quality, accurate data analytics. The position is responsible for gathering, consolidating and analysing all available data, information, research points of reference and knowledge content to develop recommendations to inform decision makers around the persona of customers, and assist strategy development and process improvement to optimise the program outcomes.

Key accountabilities and responsibilities include:

• Support the Customer Insights Manager with research and complex analysis to help shape customer strategy for the EtdB program
• Undertake the full range of research responsibilities and analysis, independently and in collaboration with colleagues and stakeholders
• Conduct research and analysis to determine key insights relating to the customer journey to help shape strategy development
• Conduct research, deciphering metrics, drawing relevant conclusions from data and preparing succinct and compelling reports to inform decision making and assist with the development of process improvement
• Review customer satisfaction metrics and drive proactive change to maximise customer satisfaction including the planning, development and delivery of effective strategies to support a program of projects

Essential Requirements:

• MUST be an Australian Permanent Resident or Australian Citizen to apply for permanent roles within Service NSW.
• Highly developed survey and market research skills in the areas of business research, customer satisfaction research, data and analytics
• Experience in developing business performance metrics and programs
• Ability to understand, distil and present technical and business information to various audiences
• Capable of handling complex datasets and applying analytics techniques
• Capable of translating complex analysis into meaningful insights and recommendations
• Exposure to the identification and implementation of business improvement processes stemming from data collection and analysis is desirable
• Excellent communication and presentation skills which promote a culture of collaboration and continuous improvement
• Demonstrated project management skills to achieve work goals and meet planned targets, deadlines and commitments with minimal supervision
• Strong written and verbal communication skills
• Thrive in a fast paced, agile environment

How to apply:
To apply for this role please submit an application via the NSW Government Jobs website, http://iworkfor.nsw.gov.au. When applying you need to provide:

1. Cover letter (maximum of 1 page)
2. Resume (maximum of 5 pages) that details your experience and how you meet the capabilities of the role.
3. Answer all application questions

Please note that your employment at Service NSW is subject to a satisfactory national criminal record check.

Applications close on: Friday 27^th July 2018 [11:59 p.m.] 

Want to know more?

Further information about this opportunity can be found in the attached Role Description, alternatively for a confidential discussion about this role please contact Antony D'Cruz via email [email protected]. For more information about the Service NSW recruitment process please contact Natalie Elliott via email [email protected].

For any questions related to technical difficulties associated with lodging an expression of interest, please contact the support line on 1800 562 679 or email  [email protected] between 8:30am - 5:00pm, Monday to Friday.