Brand & Customer Insights Lead

SA Water; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Job summary

SA Water is seeking a Customer Research Lead to guide the delivery of customer insights that inform business planning, service improvements and decision‑making across the organisation.

You will design and execute qualitative and quantitative research projects, including the Brand Health Tracking Program, and translate findings into clear recommendations for stakeholders. This role requires strong analytics, independent work, and collaboration with teams across SA Water.

Qualifications

• Experience delivering qualitative and quantitative customer research end-to-end.
• Ability to translate research findings into actionable business insights.
• Strong stakeholder engagement and communication skills.

Responsibilities

• Lead delivery and continuous improvement of Brand Health Tracking and related customer research.
• Design, manage and deliver qualitative and quantitative projects from inception to reporting.
• Provide expert advice on methodologies and research approaches to stakeholders.
• Manage external agencies and suppliers, including briefs and quality assurance.
• Develop dashboards and self-service reporting to enable evidence-based decisions.
• Promote use of customer insights across SA Water and identify opportunities for improvement.

Skills

Qualitative research

Quantitative research

Stakeholder management

Data analysis

Survey design

Communication skills

Presentation skills

Education

Tertiary qualification in behavioural/social science, business, statistics or marketing

Tools

Qualtrics

SPSS

Displayr

Job description

SA Water is seeking a Customer Research Lead to guide the delivery of customer insights that inform business planning, service improvements and decision‑making across the organisation.

You will design and execute qualitative and quantitative research projects, including the Brand Health Tracking Program, and translate findings into clear recommendations for stakeholders. This role requires strong analytics, independent work, and collaboration with teams across SA Water.