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Customer Research Specialist

  • LocationParramatta, NSW 2150
  • Work TypeFull time
  • Positions1 Position
  • Applications Close AtClosed 6 days ago
    Never published
  • Job no: AAMCY
  • Category: Customer, Strategy and Engagement, Customer and Strategic Insights

Customer Research Specialist

  • Parramatta base location - flexible work arrangements can be accommodated
  • Full time, permanent role - competitive base salary + super + leave loading
  • Support Customer Research Lead to develop and deliver customer research activities

At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities.

About us

We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.

About the role

Supporting the Customer Research Lead, the Customer Research Specialist will provide subject matter expertise on customer research and data to develop and deliver customer research activities. This role will work closely with internal partners across Customer Strategy and Engagement to ensure customer research methods are fit for purpose and generate insights that are valuable for business planning.

You will lead integration and collaboration between customer research work streams, building strong relationships across the business in service of high-quality customer outcomes and progression towards customer centricity.

This role will act as an interface between business units requesting decision support, external vendors providing research services and internal teams and capabilities facilitating conversations with customers.

Responsibilities include but are not limited to:

  • Deliver customer research programs to enable customer advocated decision making and customer experience optimisation;
  • Ensure integration of customer intelligence projects and platforms with Sydney Water and third-party data assets and systems;
  • Support the implementation of strategic recommendations, ensuring core objectives are met with a focus on customer experience optimisation, business benefit realisation, and supporting Sydney Water’s transition to customer-centric decision making;
  • Operationalise customer research to ensure customers’ views are considered in decision making;
  • Ensure customer research programs are robust and meet regulatory expectations;
  • Deliver content approvals process for Customer Research programs, including stakeholder communications and engagement plans, messaging, Q&As, fact sheets, publications and video/online content; and
  • Coordination activities e.g. sourcing stimulus, minute taking, meeting bookings.

About you

You are highly proactive and collaborative with a customer/market research background, continually looking for creative ways to improve customer research.

  • Degree qualification in research, statistics or marketing related discipline or equivalent experience;
  • Minimum 3+ years’ experience in customer research, market research or customer engagement in a complex regulated environment;
  • Experience in the development and delivery of internal or external communication plans;
  • Experience in project planning with the ability to critically analyse data and report and present the outcomes;
  • Experience with digital customer research platforms and social media tools, including monitoring and reporting;
  • Strong written and verbal communication skills including experience in writing research reports; and
  • Strong stakeholder management skills with the ability to influence and manage stakeholder issues.

Closing date: 5th July 2022

Please see the position description for the role’s full accountabilities.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact

Sydney Water welcomes you to apply if you feel you meet the selection criteria. The successful completion of a Criminal History Check and Medical Assessment form part of the application process.

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

We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s TermsPrivacy Policy and Sydney Water’s Privacy Collection Statement – Job Application


  • Closed 6 days ago - 30 Jun 2022