Customer Research and Engagement Analyst

• EA 11 38 hours
• $124,955.37 + Superannuation
• Monthly RDO

About the role

We're looking for a Customer Research and Engagement Analyst to support the delivery of customer research and engagement activities and insight programs that inform strategic decision-making across Sydney Water.

Working within the Customer and Strategic Insights team, you will help deliver enterprise-wide customer research and engagement initiatives, support customer experience measurement programs, and provide valuable insights into customer needs, expectations and experiences. You'll work closely with internal stakeholders to ensure customer feedback and evidence-based insights are embedded into business planning and decision-making.

This is an exciting opportunity to work at the intersection of customer research and engagement, data analysis and customer experience, helping Sydney Water better understand and respond to the needs of the communities we serve.

Support Customer Research and Engagement & Insight Generation

• 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.

Drive Customer Experience Measurement & Business Adoption

• 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.

Build Strong Partnerships & Support Continuous Improvement

• 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.

About You

You are an analytical and curious research professional who enjoys uncovering insights and helping organisations make evidence-based decisions. You combine strong research and engagement capability with excellent communication skills and can confidently translate findings into meaningful business outcomes.

You enjoy working collaboratively, managing multiple priorities, and are passionate about improving customer experiences through data-driven insights. 

To be successful, you will have:

• Tertiary qualifications in Research, Behavioural Science, Social Science, Marketing, Business or a 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.

Closing date: 11.59pm AEST on Thursday 10th September

For more information, you can contact TA Partner Connor May at Connor.May@sydneywater.com.au 

Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check and a medical assessment either online or in person. You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. 

Please review the job description here

Please advise if you require any adjustments to actively participate in the application and recruitment process.  

Dive into Our Great Benefits:

• Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
• Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.
• 24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
• Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
• Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

Working at Sydney Water

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. Your personal information may also be used to establish a Dayforce talent profile. Your personal information will be collected in accordance with Dayforce’s Terms and Privacy Policy and Sydney Water’s Privacy Collection Statement – recruitment. Please note as part of the application process, you will be asked to undergo background checks which include a criminal history check.