Customer Insights & Engagement Analyst - Hybrid & Growth

Sydney Water

Australia

Hybrid

AUD 75,000 - 125,000

Full time

14 days+

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Benefits offered by this job

Competitive Remuneration

Hybrid Work Environment

Continuous Professional Growth

24/7 Wellbeing Support

Discounted Private Health Insurance

Family First: parental leave 18 weeks

Fitness Passport

Novated Leasing

Job summary

Sydney Water is seeking a Customer Research and Engagement Analyst to support enterprise-wide customer research, engagement initiatives and insight programs in the Customer and Strategic Insights team.

The role focuses on delivering research, measuring customer experience, and translating insights into business decisions, with emphasis on data-driven outcomes and stakeholder collaboration.

Qualifications

Tertiary qualifications in Research, Behavioural Science, Social Science, Marketing, Business or related discipline, or equivalent experience.
IAP2 qualifications would be viewed favourably.
At least 2 years' experience in customer research and/or customer engagement.
Experience applying quantitative and qualitative research methodologies.
Strong analytical, report writing and data interpretation skills.
Strong stakeholder engagement, communication and organisational skills.
Experience communicating research findings and insights to internal stakeholders.
Experience maintaining, cleaning and validating customer data and contact lists.
Experience working with CRM systems and customer information platforms.
Proficiency across Microsoft Office applications including Excel, PowerPoint, Word and SharePoint.

Responsibilities

Assist in the delivery of customer research and engagement projects from planning and survey design through to analysis, reporting and insight generation.
Support the collection, maintenance and validation of customer contact data and stakeholder information to enable robust research and engagement activities.
Apply quantitative and qualitative research methods to analyse customer feedback, survey results and engagement outcomes.
Deliver thematic summaries, reports and presentations that translate customer insights into actionable recommendations.
Support the integration of customer research findings into business planning and decision‑making processes.
Support the implementation, deployment and ongoing maintenance of enterprise-wide customer experience measurement programs and tools.
Contribute to the continued rollout and adoption of customer measurement across customer touchpoints and business initiatives.
Assist with maintaining dashboards, reporting frameworks and customer insight tools that support enterprise decision‑making.
Support the operationalisation of customer and stakeholder categories across key business systems.
Help embed tools, processes and ways of working that strengthen customer understanding across Sydney Water.
Partner with stakeholders across the business to understand research and engagement needs and support customer‑focused decision‑making.
Support the communication and education programs by developing content that promotes customer insight initiatives and outcomes.
Maintain strong internal relationships to support research and engagement initiatives and improve customer understanding across Sydney Water.

Skills

Analytical

Report writing

Data interpretation

Stakeholder engagement

Communication

Organisational skills

CRM systems

Excel

PowerPoint

SharePoint

Word

Office 365

Education

Tertiary qualifications in Research/Behavioural Science/Marketing/Business

IAP2 qualifications

Tools