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Customer Insights Lead
Design and Engagement; Digital Customer (SSQ); Customer Small and Family Business; Brisbane City
The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Administration |
| Classification | AO7 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/683125/26 |
| Closing date | 08-Apr-2026 |
| Job duration | |
| Contact person | Vanessa Van Wyk |
| Contact details | Email: Vanessa.vanwyk@smartservice.qld.gov.au Access the National Relay Service |
As the Customer Insights Lead, you will:
- Lead qualitative and quantitative research, including management of customer satisfaction surveys, sample design, instrument design, and survey data analysis and reporting.
- Lead research activities to inform product and service design, using but not limited to user research, contextual inquiry, sentiment analysis, usability testing, A/B or multivariate testing and surveys.
- Analyse customer data and undertake driver analyses to gain customer insights to inform opportunities for continuous improvement of service delivery.
- Establish and sustain effective relationships with peers and stakeholders across Queensland Government to support delivery of customer research and insights initiatives.
- Utilise your synthesis, facilitation and storytelling skills to present and share insights to build organisational understanding of customer insights.
- Create and maintain a customer research and insights repository for sharing research and insights with other teams.
- Develop and champion a standard set of measurement approaches and tools in consultation with government stakeholders to encourage alignment of customer experience measurement across government.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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Documents
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