Manager, Customer Research and Insights

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.As The Manager, Customer Research And Insights, You Will Oversee delivery of whole-of-government customer research and insights, including key projects such as the annual customer satisfaction survey, otherquantitative and qualitative research, and contract management. Oversee the collection, analysis, and interpretation of customer feedback and other data from multiple channels and digital products to measure customer experience and service performance and identify opportunities for service improvement. Create and share high quality research reports and artefacts, tailored and actionable insights, and dashboards, and maintain a repository of customerresearch, to support decision-making, design and delivery of customer-centric solutions and experiences, and service delivery improvements. Use your facilitation and storytelling skills to share insights with influence, and to build organisational understanding of customer needs, expectations and experience, and service delivery performance. Develop and maintain strong relationships with internal and external stakeholders, foster collaboration, identify cross-government opportunities, ensuring alignment with strategic priorities and government objectives. Plan, prioritise, and manage the team's program of work, ensuring resources are allocated effectively to meet business objectives, leveraging best practices and capabilities in customer research and analytics. Provide leadership and direction to the team by setting clear objectives, coaching and supporting professional development, managing performance, and fostering a culture of collaboration, curiosity, and excellence Implement effective project management, procurement, and ethical research practices, and develop and champion standardised measurement approaches and tools to encourage alignment of customer experience measurement across the organisation and government. Act as a trusted advisor across the team and organisation, providing expert advice on customer research and insights, and championing customer insights, experience trends, and opportunities to drive better service delivery outcomes across government.Applications to remain current for 12 months.Occupational group Administration