Your new company

Our client is a purpose-driven organisation committed to delivering world-class water services to the people of Greater Sydney. As part of the Customer and Strategic Insights (CSI) team, you’ll contribute to shaping a customer-centric culture by delivering insights that drive better business decisions and improve customer outcomes.

Your new role

To enable the Customer and Strategic Insights (CSI) team to provide key customer research and insights supporting better decision-making across the business. It entails assisting in the delivery of various research programmes of work, including assisting the Customer Research team in vendor and delivery management regarding our customer insights, dashboards and reporting, as well as supporting the broader CSI team in the alignment and delivery of the insights sourced from supporting enterprise-wide programmes of work.

What you'll need to succeed

• Maintaining relevant and up-to-date customer contact details to enable robust research to be conducted.
• Embedding tools within the business that assist in the delivery of the research program of works, such as operationalising customer and stakeholder categories.
• Supporting the Customer Research team’s implementation, deployment and maintenance of enterprise-wide measurement for customer experience.
• Contributing to and supporting the structured program of collecting data regarding the experience customers have with Sydney Water to better understand customers’ needs and expectations.
• Delivering thematic summaries and reports synthesising relevant insights from various sources into actionable recommendations for internal stakeholders.
• Supporting enterprise-wide deployment and adoption of CX measurement tools, technologies and ways of working across key customer touchpoints.
• Supporting the Customer Research communication and education program by writing articles that articulate the work done by the Customer Research team to the wider business.
• Minimum tertiary qualifications in a relevant discipline (research, behavioural or social sciences, marketing or business) or experience deemed equivalent.
  Basic understanding of JavaScript, HTML and CSS.
• Qualtrics certification as XM Professional or CX Expert.
• Minimum 2 years' relevant experience in customer research using Qualtrics or similar research tools.
• Experience with research and insights tools and office software, including Qualtrics, Excel, Word, PowerPoint and SharePoint.
• Experience in report writing and communicating research findings to internal stakeholders to improve strategic and/or business decision-making.
• Strong knowledge of setting up Qualtrics projects, including surveys, dashboards, workflows, and directories.
• Experience of integration with CRM systems.

What you'll get in return

• A chance to make a meaningful impact on customer experience across Greater Sydney
• A collaborative, flexible team environment where your insights shape real decisions
• Opportunities for professional development and exposure to enterprise-wide programs
• A role in a values-driven organisation committed to sustainability and innovation

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.