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Customer Insights Manager


Sydney, New South Wales

SNSW Grade 11/12 - The package includes a base salary range of $132,140 - $158,969, plus employer’s contribution to superannuation and annual leave leading.

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 Role
As the Customer Insights Manager, you will gather, consolidate and interrogate all available data, information and research points of reference and knowledge content to identify, through relevant and current findings, recommendations for insight delivery by both customer and priority industries. This includes preparation of research reports, business cases, proposals, business process maps and evidence based recommendations to improve customer outcomes and meet Service NSW objectives.

As a Customer Insights Manager, you’ll use your skills to:
Define, implement, drive, and refine customer measurement programs and provide support across the Customer Experience function in developing customer centric initiatives.
Identify gaps and actionable insights to measure our customer relationships and identify risks and opportunities across the customer journey.
Analyse existing industry environments to develop identification and framework recommendations for industry prioritisation, using agreed metrics and parameters in conjunction with regulatory partners and Agencies.
Drive change, monitor the impacts of change and close the loop through end-to-end customer feedback including listening across all channels, interpreting priorities and trending issues, acting on findings, working with stakeholders business-wide.
Gain insight into the customers’ environment, needs and drivers based on data interrogation and investigation.

As a Customer Insights Manager, you’ll have:
Demonstrated knowledge and proven management level experience in development and delivery of end-to-end customer experience strategy and execution working across multiple industries.
Exceptional attention to detail and strong project management skills
Ability to quickly establish relationships and build trust with stakeholders.
Extensive experience in translating data, research, analytics and information into actionable, insight driven outputs that support program improvements.
Tertiary qualifications within a relevant Marketing and/or Business discipline, or at least 3 years demonstrated relevant working experience in a senior research or related role.

Location Sydney Region-Sydney City
Work Type Full-time
Number of Positions 1
Total Remuneration Package: Package includes base salary ranging from ($132,140 - $158,969), employer's contribution to superannuation and annual leave loading.
Closing Date 28-Jan-2018
Job Category Program management
Organisation Service NSW
Tags: Government jobs, Customer Insights Manager,NSW DFSI


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