We’re looking for a Research and Insights Lead to join the Customer Insights team.  

WorkCover Queensland is seeking a passionate and insights-driven Research and Insights Lead to help elevate customer experience across our organisation. This is a key role where you'll shape strategy, gather and analyse customer feedback, and drive meaningful improvements that truly make a difference in people’s lives. 

About the role 

As the Research and Insights Lead, you will: 

• Lead the design, delivery, and continuous improvement of our Voice of Customer program. 

• Own and manage our survey platform (currently Qualtrics). 

• Design and execute customer feedback surveys across the customer lifecycle, both tracking and adhoc surveys. 

• Design and execute qualitative research to build on insights and understanding (such as in-depth interviews). 

• Collate and analyse customer data to generate actionable insights. 

• Develop and deliver impactful reports and innovative communication strategies to effectively disseminate insights across the organisation and support data-informed decision making. 

• Collaborate across teams to inform decisions and improve experiences and communicate findings through compelling reports and storytelling. 

• Connect CX metrics with business KPIs and strategic outcomes. 

To express your interest, please submit your resume and a one-page response to the following criteria: 

• Demonstrable hands-on experience with an experience management program (e.g. Voice of Customer) and a survey management platform (e.g. Qualtrics). 

• Customer-centric mindset with a strong ability to translates data into strategic solutions. 

• Excellent presentation and facilitation skills to Senior Leaders. 

• Strong excel or statistical analysis skills and familiarity with business intelligence skills.