Customer Insights Manager

IP Australia acknowledges that those with diverse experiences, perspectives, and backgrounds enhance our workplace and our capability for innovation. Applications from Aboriginal and/or Torres Strait Islander People, People with Disability and LGBTIQA+ people are encouraged to apply for any advertised position, that they may be suitable for, within IP Australia.

• Agile environment with role ownership
• Highly skilled and committed workforce
• Collaborative and engaged team environment

Position description

The Customer Insights Manager role provides an active contribution in managing enhancement of customer improvement functions, activities, and services to improve satisfaction with our services whilst working closely with stakeholders.
Leading the management of the Monitoring and measurement of customer sentiment, use, and satisfaction is a critical component of the role including critically analysing customer sentiment and generating intuitive improvement opportunities.
The role will also actively contribute to broader section and group activities including projects, actively contributing to improvements, managing section improvement projects.
The role will lead efforts to improve the customer centric capability across IP Australia, improve IP Australia’s customer service strategies, and processes and utilise data to inform decision making at all levels.

Position Duties

• Manage customer insights activities providing monitoring, measurement, analysis, and reporting
• manage the delivery and enhancement of the customer insights strategy including Touchpoint surveys, Pulse surveys, Targeted surveys, Customer feedback, enquiries, contacts as well as customer research
• identify opportunities for improved processes and work practices in customer experience, service, and satisfaction
• support the management and improvement of customer data and reporting capability
• prepare a range of written material including briefs, papers, reports, and corporate documentation.

For additional information please see the Position Profile below:

 Position Profile - APS 6 - Customer insights Manager - CEG.pdf

To discuss the position in more detail please contact Baahini Sivakumar on (02) 62256***.

To apply for this position, you are asked to:

• frame your responses around the position specific duties and position specific capabilities of the role (as set out in the position profile), and provide:
  • an explanation of how their skills, knowledge and experience will be relevant to this role (limited response between 300 and 500 words)
  • details of a professional achievement, within the last 2 years, that demonstrate their suitability for this role (limited response to a maximum of 300 words)
• provide a current CV detailing recent employment history which is relevant to the advertised position
• provide the name and contact details of two referees.

This recruitment process will be used to fill current vacancies, as well as future ongoing and non-ongoing vacancies that may arise over the next 12 months in various similar roles.

Applications close for this vacancy at 11.55pm on the closing date of Sunday 17 July 2022.