Customer Research Officer

Location: Sydney CBD, New South Wales
Contract Type: Permanent
Specialisation: Technology & Digital
Salary: Up to AU$114000.00 per annum + + super
REF: BBBH234471_1562572176


If you have answered yes to the above questions, we want to here from you!

Our client is a leading Australian electricity distribution company and is on the hunt for a Customer Research Officer to implement a custoemr research program across the organisation to support improved customer udnerstanding.

Responsibilities:

  • Design and manage the customer research program including selection of external research suppliers
  • Develop internal customer experience feedback instruments in line with changing technology, customer accessibility, and industry best practice.
  • Facilitate the execution of research for specific business needs- evaluate business needs, and recommend, design and tailor appropriate research to meet the brief
  • Develop and maintain customer metrics dashboards and reports for organisational visibility on customer insight/ satisfaction
  • Turn data into actionable insights.
  • Execution of annual Customer Satisfaction survey and effective communication of results to different audiences
  • Manage external contractual relationships with research suppliers
  • Manage the procurement processes for the selection of research suppliers
  • Provide subject matter expertise in measurement of Customer Satisfaction
  • Tracking NPS to improve the customer experience and their journey.
  • Work with the stakeholders and business units to identify, and measure service improvement projects, and measure the results of these.
  • Identify and measure customer experience touch points and pain points for the business as it moves towards a more customer centric operational approach

About you:

  • CX expert in customer journey mapping & market research, preferably on both the supplier and buyer side of the business
  • Extensive experience in the quantitative research space, including complex survey design, statistical analysis, interpretation and reporting
  • Demonstrated experience undertaking focus groups and in-depth interviews, including in the co-creation space
  • Excellent stakeholder and supplier management experience. You understand how to build and leverage mutually beneficial relationships.
  • Proven ability to take information from a range of sources and translate it into clear and actionable insights
  • Proven ability to translate complex sets of data and analytical reports into clear and simple communication suitable for different target audiences
  • Excellent negotiation skills, with experience negotiating contracts, project outcomes, and time frames
  • Exceptional project management skills