Principal Analyst - Client Insights

As the Principal Analyst - Client Insights you will play a key role in better understanding QRO’s clients and providing insights that can be actioned across the organisation. You will use your market research expertise to source client feedback, your data analysis skills to provide actionable insights, and your communication abilities to deliver those insights in a clear format to improve clients' experience and support business outcomes.
The position is based in our Brisbane office, with flexible work options available and access to professional growth pathways.

The Client Insights team supports the organisation to better understand QRO's clients, identifies drivers for and barriers to compliance, and provides actionable insights. We do this through measuring client experience and applying behavioural economic principles to create better systems, processes and communication.

Key responsibilities of the role include:

• Manage all aspects of the delivery of Client Insights projects, including sample design, survey development, data analysis, and development and presentation of insights.
• Lead projects and manage suppliers, including developing briefs and working with suppliers to deliver quality insights outcomes.
• Analyse and interpret data from a wide range of sources, including survey and complaints data, to draw evidence-based conclusions and insights.
• Provide strategic advice to senior management relating to Client Insights across QRO's revenue, fines and penalty debt work.
• Lead a culture of continuous improvement to identify new ways to maximise existing data sets or obtain new insights.
• Collaborate with business areas to embed Client Insights and Cx principles into their planning and decision-making, to develop and deliver client-focused solutions and outcomes.
• Ensure that activities align with current best-practice, including the use of contemporary technology, market research and engagement platforms.
• Manage people performance and development, as well as mentor and coach people to facilitate their continued development and the overall high performance of the team.
• Build and maintain strong relationships with internal and external stakeholders exercising strong negotiation techniques to influence successful outcomes.
• Apply expertise in experience management and behavioural insights principles to continuously improve, monitor and analyse current systems, practices and procedures.

To be successful in this role you will need to demonstrate:

• Experience in designing and delivering Client Insights, including sample design, analysis and reporting, along with behavioural insights and client experience management.
• Experience leading a team.
• Excellent communication and interpersonal skills.
• Strong analytical skills and an ability to interpret and convert data into meaningful insights for business areas.

We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs. The position is based in our Brisbane office with high quality end of trip facilities available.

Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO, please see the attached candidate information pack.

Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. This starts with recruitment, including making reasonable adjustments to support applicants at all stages of the process. We welcome applicants to share with the Contact Officer any health condition, impairment, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.

If you are interested in this role - click “Apply” to be redirected to the full advertisement, including role description and contact details.

Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.

Job Ad Reference:QLD/537090/24

Closing Date: Monday, 29 January 2024