Senior Customer Insights Lead

Yarra Valley Water Corporation; Healesville; On-site; AUD 72,000 - 108,000; Part time

Benefits offered by this job

On-site parking

Parental leave (14 weeks)

Personal leave 15 days

Public holiday swap

Job summary

Yarra Valley Water Corporation in Melbourne is seeking a senior Customer Insights professional to lead the voice of the customer program. The role sits in Corporate Strategy and is offered as a part-time, 0.6FTE with true hybrid work (home and Mitcham office).

You will drive research strategy, manage tracking programs and conduct ad-hoc strategic studies to support data-led decisions across the business. Collaboration across teams and stakeholders is essential.

Qualifications

• 8+ years of experience in market research or customer insights (agency-side essential).
• Strong business acumen and commercial mindset to deliver insights that connect with stakeholders in a complex environment.
• High level of communication, stakeholder management, negotiation and influencing skills.
• Knowledge of strategic customer research programs and initiatives.
• Proven project management skills, attention to detail and ability to work autonomously.
• Bachelor’s degree in Marketing, Psychology, Social Science, Data Science or related field is essential.

Responsibilities

• Be proficient in all elements of the research process from developing project briefs, designing research and conducting analysis to presenting insights.
• Deliver research which contributes to solving problems faced by Yarra Valley Water, generating buy-in from within the business and improving outcomes for customers, the environment and YVW
• Confidently manage our suite of tracking research independently to ensure reliable, timely and robust insights are delivered as part of this program
• Work across both qualitative and quantitative methodologies; with an ability to use your cross-sector experience to guide appropriate methodology application
• Own the relationship with research agencies and other partners, from day-to-day program management through to quality assurance of research instruments and reporting outputs
• Proactively work with stakeholders across various teams to ensure the results are impactfully disseminated, and can guide operations, marketing, public relations and campaigns activity
• Ability to complete quantitative analysis in Q as needed to further contextualise research insight and/or provide more actionable insights for stakeholders
• With the support of the Head of Customer Insight create and deliver results presentations for Executive level, Divisional Managers and other stakeholder groups
• Support the Customer Insights team to improve systems, processes and project plans as part of the focus on continual improvement
• Navigate and respond to a complex stakeholder environment, ambiguous and dynamic governance arrangements and a highly political approval process

Skills

Market research

Customer insights

Stakeholder management

Communication

Project management

Education

Bachelor's degree

Job description

Permanent, Part-time (0.6FTE) opportunity

True hybrid working – work from home and our Mitcham office

About Us

We’re on a mission to create a brighter future, where you can be a change maker at the actual source. We’re one of Australia’s largest water utilities with over 30% of Victoria’s population relying on us for their essential water and sanitation services.

Our award-winning culture foster an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you’ll be inspired and challenged to grow alongside us.

We're committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management.

The Role

Reporting to the Head of Customer Insights, this role leads Yarra Valley Water’s voice of the customer program, driving strategy to transform around the customer. Sitting in the Corporate Strategy division, you will support the delivery of the customer tracking programs, as well as manage ad-hoc strategic customer research. You will work on a wide range of qualitative and quantitative projects designed to support the organisation in making data-led decisions.

We are looking for someone who has a genuine passion for research, who loves understanding the customer-mindset and bringing research to life all while having a continuous improvement and collaborative mindset. You’ll enjoy variety in your workload, balancing ongoing programs with new and evolving projects, while applying best in class research methods to solve important business challenges. As part of our Strategy & Community Group, you’ll thrive in a supportive and rewarding environment where we work together to create stronger customer and community connection and value.

This role is offered as a job share opportunity and we welcome applications from candidates interested in working on a part-time, shared-responsibility basis.

Your Key Responsibilities

• Be proficient in all elements of the research process from developing project briefs, designing research and conducting analysis to presenting insights.
• Deliver research which contributes to solving problems faced by Yarra Valley Water, generating buy-in from within the business and improving outcomes for customers, the environment and YVW
• Confidently manage our suite of tracking research independently to ensure reliable, timely and robust insights are delivered as part of this program
• Work across both qualitative and quantitative methodologies; with an ability to use your cross-sector experience to guide appropriate methodology application
• Own the relationship with research agencies and other partners, from day-to-day program management through to quality assurance of research instruments and reporting outputs
• Proactively work with stakeholders across various teams to ensure the results are impactfully disseminated, and can guide operations, marketing, public relations and campaigns activity
• Ability to complete quantitative analysis in Q as needed to further contextualise research insight and/or provide more actionable insights for stakeholders
• With the support of the Head of Customer Insight create and deliver results presentations for Executive level, Divisional Managers and other stakeholder groups
• Support the Customer Insights team to improve systems, processes and project plans as part of the focus on continual improvement
• Navigate and respond to a complex stakeholder environment, ambiguous and dynamic governance arrangements and a highly political approval process

What we’re Looking for

• 8+ years of relevant experience in market research or customer insights (agency-side experience essential).
• Strong business acumen and commercial mindset to be able to deliver insights that connect with stakeholders working within a complex environment
• A high-level of communication, stakeholder relationship management, negotiation and influencing skills
• Knowledge of, and ability to drive strategic customer research programs and initiatives
• Proven project management skills, attention to detail and ability to work autonomously
• Bachelor’s degree in Marketing, Psychology, Social Science, Data Science or a related field is essential

Why Yarra Valley Water?

We celebrate and encourage new thinking at every level. Creating opportunities for you to grow – both professionally, and personally. When you flourish, we all do.

Did you Know?

Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don't necessarily tick every box, please apply or get in touch. We'd love to have a chat and see if you could be a great fit.

Benefits

• Free and secure on-site parking with on-site café at our Mitcham office.
• 14 weeks paid leave parental leave.
• 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause.
• Request to swap certain public holidays for another day of paid leave.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with disability, mature age and young job seekers, members of the LGBTIQA+ community and people of all cultural backgrounds.

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.