Research Advisor - Voice of Customer

Research Advisor - Voice of Customer

• $116,223.00 per annum + Superannuation
• 1 x FT Ongoing role.
• Hybrid working model- Based in Geelong

About the role

The Strategy and Research Division works collaboratively to support the development and delivery of WorkSafe’s Strategy, with a focus on organisational alignment ensuring we have an enterprise view of progress. The Research team facilitates research and gathers evidence and insights to inform strategy development and guide the delivery of strategic initiatives, as well as evaluating outcomes.

Using the CheckPoint feedback  platform the Research Advisor Voice of Customer (VoC) will provide specialist and authoritative advice to senior stakeholders and provide insights to improve client experience. The role will drive best practice survey development for new and existing surveys, provide and present high quality technical reporting to senior leaders and ensure strong governance standards are maintained.

Key accountabilities will include:

• Responsible for the continuous operation and day to day management of the CheckPoint platform with an annual reach of 30,000 Victorians and 21,000 clients, ensuring efficient and effective delivery of the feedback program, analysis and reporting
• Lead the governance for the CheckPoint feedback platform including managing the on-going performance and relationship with the platform vendor
• Create, refine and design of all WorkSafe’s external surveys, ensuring adherence to best practice standards and develop reporting for the purposes of business performance reporting
• Performs critical platform data analysis and design technical Power BI reports for stakeholders to easily explain complex data and provide expert advice to the Voice of Customer Lead on insights gathered

Please click here to take a look at the Position Description provided for additional information about the role

About you

Are you passionate about understanding the needs and experiences of customers? Do you enjoy conducting research and providing valuable insights? We have an exciting opportunity for a Research Advisor- Voice of Customer professional to join our team here at WorkSafe!

You will play a vital role in gathering and analyzing customer feedback to drive improvement initiatives. You will work closely with various departments to identify customer pain points and develop actionable recommendations for enhancing customer satisfaction. Your exceptional analytical skills and strong communication abilities will be key in producing accurate and meaningful reports that will influence decision-making..

You will possess the following skills and experience:

• Demonstrated track record in application of qualitative, quantitative and evaluative research skills, applied in various research contexts, preferably government or health sectors. 
• Highly demonstrated survey development experience is essential
• Advanced data analysis skills and reporting software including Power BI and excel to deliver high quality outputs, as well as the ability to explain complex or technical issues clearly and in a way that can be understood and accepted by a range of audiences
• Facilitation, training and persuasion strengths especially the ability to influence the thinking and actions of others
• Experience in managing a real time feedback platform and strongly developed relationship management skills to hold vendors accountable
• Proven experience in primary and secondary research utilising a variety of methods to identify customer insights and influence and negotiate with senior leaders on ways to improve customer experience
• Excellent time management, prioritisation and organisation skills and an ability to meet tight deadlines varying workloads and changing priorities
• Proven ability to critically appraise, design, evaluate, monitor and procure research that is fit for purpose, high level of analytical skills, and strong communication skills to present findings and impact to various internal and external audiences
• Proven ability to apply your knowledge to translate research findings and extract evidence and insights for use by decision makers to have impact
• Strong presentation and writing skills, attention to detail and well-developed interpersonal skills.
• Ability to work independently and as part of a team as required to achieve requirements

Qualifications

• Post graduate qualifications in a related discipline are highly desirable

Working with Us

We pride ourselves on being a great place to work and offer flexibility to facilitate work/life balance. People who are seeking part-time or job share arrangements are encouraged to apply.

WorkSafe employees enjoy: Discounted Gym & Pool Memberships | WELL Rated Building | Group Training & Yoga Classes | Very active Social Club | Pool & Table Tennis | Sparkling Water | Discounted Prescription Eyewear | Career Opportunities and Working for your Community!

What’s next?

Applications close 11:00PM Thursday 9th May 2024 . Click the link to apply, and join us in making a difference to Victorian lives.

Only people with the right to work in Australia may apply for this position. You may be required to undergo a National Police Check (and Medical Assessment) as part of the recruitment process.

Candidate screening may take place prior to the advertisement closing, so get your application in.

For further enquiries please contact Talent Acquisition Specialist Alysha Grandy via email Alysha_Grandy@worksafe.vic.gov.au

About Us

At WorkSafe our passion for the wellbeing of Victorian workers brings us together. Our people come from a wide range of professions and with no two days ever being the same, diverse thinking comes naturally to us. As we build the WorkSafe of the future we’re committed to delivering industry best practice to our people, our customers and the community. 

Our Future

WorkSafe's Strategy has our core purpose front of mind – reducing workplace harm and improving outcomes for injured workers. We don’t shy away from the importance of our purpose to the Victorian community, that’s why we have a stated ambition to be world leading.

We want Victoria to be the safest place to work in Australia and one of the safest in the world; and we aspire to be a world leader in return to work after a workplace injury.