Customer Insights Lead

Davidson ·www.davidsonwp.com

Location Brisbane CBD, Queensland, Australia
Work type Hybrid
Salary AUD 100 - 115 / hour
Type Full time
Level Lead
Source Shazamme
Information & Communication Technology
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  • Offering up to $115 + Super, dependant on experience
  • Hybrid working in Brisbane CBD
  • Submission Deadline to client 22/09 at 5pm


The Opportunity

Join a major Queensland Government digital customer environment focused on improving how Queenslanders access and experience government services. Working within a whole-of-government service function spanning phone, chat, counter and online channels, this role will lead the use of customer research, analytics and feedback to identify service improvements and strengthen customer-centred decision-making.

About the Role

This role brings together customer insights, research and analytics, with a strong focus on translating evidence into practical service improvements. You will:

  • Lead the collection, analysis and interpretation of customer data and feedback.
  • Conduct user research, contextual inquiry, sentiment analysis and usability testing.
  • Use A/B testing, multivariate testing and surveys to inform product and service design.
  • Undertake driver analysis to identify opportunities to improve customer experience.
  • Develop customer experience reports, dashboards and actionable insights.
  • Communicate research and insights through strong facilitation and storytelling.


About You

You will be an experienced customer insights or research professional who can operate effectively across complex, multi-channel service environments. Ideally, you will bring:

  • Experience designing, collecting and analysing customer data and feedback.
  • Exposure to voice, chat, digital and/or face-to-face service channels.
  • Strong customer, market or user research capability.
  • Experience translating complex data and research into actionable recommendations.
  • Strong stakeholder engagement, workshop facilitation and presentation skills.
  • Market research experience and/or relevant social science qualifications are desirable.
  • Government experience is desireable, must be able to meet hybrid requirements in Brisbane CBD

The Benefits

  • Contract til 31st May, 3 days per week in Brisbane CBD
  • Contribute to services used by Queenslanders across multiple channels.
  • Work across customer research, analytics, digital and service improvement.

How to Apply

Please submit your current resume to apply. If you'd like a confidential discussion about the role, please contact Nina Magill on nina.magill@davidsonwp.com, quoting reference JN -092026-44294. To learn more about Davidson, visit davidsonwp.com.

Frequently asked questions

Who is hiring for the Customer Insights Lead role?
Davidson is hiring for the Customer Insights Lead position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Insights Lead job located?
The Customer Insights Lead role with Davidson is based in Brisbane CBD, QLD, AU. The role is hybrid-friendly.
Is the Customer Insights Lead role remote?
Yes — the Customer Insights Lead position at Davidson is hybrid. Candidates based in AU are preferred.
What does the Customer Insights Lead role pay?
Davidson lists the Customer Insights Lead role at AUD 100–115 per hour.
Is the Customer Insights Lead role full-time or contract?
This is a full time position at Davidson.
What experience level is the Customer Insights Lead role?
The Customer Insights Lead position is aimed at lead-level candidates.
How do I apply for the Customer Insights Lead role at Davidson?
Apply directly on Davidson's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct