Manager Customer Research
Job description
About us
Over the next 40 years, Sydney’s population is projected to swell to over 12 million residents and regional NSW will accommodate an extra 700,000 people. Transport for NSW is delivering an unprecedented $72.2b investment into a truly game changing Future Transport strategy which will bring together several modes and cutting-edge technologies to deliver satisfaction and safety for our customers while supporting a rapidly growing economy.
The Division
We are a trusted partner to our clients, within Customer Strategy and Technology, developing and delivering smart, integrated, and sustainable data and analytics solutions which enable evidence-driven decisions to benefit our customers and communities, and leading an uplift in data literacy of use of data insights across the cluster.
The opportunity
Right now, we have an exciting opportunity for a Manager Customer Research to join us in the Advanced Analytics and Insights team. This role is a permanent full time based at Macquarie Park with flexible work options.
You will be supporting the Manager at a senior level through leading the end-to-end ongoing management (scoping, project management, delivery, vendor management, stakeholder management) of the program Transport Customer research and associated outputs whilst also involve leading and assisting on other adhoc project and delivery areas as required.
What you will be involved in:
- Lead complex and/or high priority qualitative and quantitative research and analysis projects that identify insights and trends to drive change for the customer.
- Provide end-to-end management of high priority and high-profile research projects, including: Initial project scoping and planning (collaborating with stakeholders), including methodological planning and recommendations, budgetary and procurement adherence and management, research supplier selection and management and fieldwork oversight.
- Partner with modelling and analytics teams to understand quantitative needs that drive robust assumptions and establish processes that enable efficient and effective capture of these within ad hoc surveys.
- Contribute to the establishment and leadership of a community of practice for Customer Research and surveys, developing and embedding best practice standards for survey methodologies, and research practices.
- Manage the delivery and communication of project outputs across the organisation and amongst relevant stakeholders, including interpretation and application of results to affect business decisions.
- Advocate for the value of customer research and listening to customer needs and provide proactive advice to stakeholders and AAI teams on how to apply these insights in their day to day decisions.
- Using government procurement principles, identify and manage range of external providers who can undertake specific customer experience research and/or surveys for Transport for NSW, ensuring value for money and quality outputs.
Please click here to view a copy of the role description.
About you:
- Strong experience in designing and leading customer research programmes including management of consumer panels.
- Strong relationships with market and customer research vendors.
- Experience in developing Customer Research communities of practice and embedding standard across multiple teams.
- Demonstrated experience in applying customer research outcomes to areas of modelling, segmentation and analytics to drive robust investment and strategic decisions.
Salary and Benefits
The salary for this position is Transport Grade 9 ($138,670 - $155,309) plus 10% superannuation and annual leave loading.
For more information on employee benefits please click here to view a copy employee benefits pack.
How to apply
To apply for this position, please answer all questions within the online application process and submit a resume.
Applications Close: Sunday 24th July 2022 @ 11:59PM.
We are the community we serve
We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.
We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.
Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.
For any enquiries, please contact Jags Sethuraman - jagadeesh.sethuraman@transport.nsw.gov.au.
Apply today to register your interest!
Find out more about working with Transport for NSW at https://jobs.transport.nsw.gov.au/
All Transport workers are required to have:
At least one dose of a TGA approved COVID-19 vaccine by 6 December 2021 and two doses by 7 February 2022; or an approved medical contraindication.
You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.
Job Segment: Project Manager, Procurement, Manager, Research, Technology, Operations, Management
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