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Digital Consumer Insights Mana...

Customer Insights Manager

The Optus Digital Consumer division is a critical function to enable Optus to deliver on its objective of becoming a leading mobile-led multimedia service provider.  Optus services over 6 million Consumer customers across a variety of sales and service channels.  These channels include Optus-branded retail stores, mass market retail stores, Telesales, Customer Care and Digital channels (Online, Applications, Webchat).

The CX Analytics and Insights team is accountable for taking a data driven approach to delivering a optimal Customer Experience for Optus customers, ultimately resulting in both an industry leading NPS score and significant cost reduction across Optus through the identification, prioritisation and remediation of customer pain points.


The Customer Research Lead will be responsible for:

  • Managing our Customer and Market NPS programs with our key external research parties as we shift to modelling behavioural and organisational variables
  • Running Customers on Campus sessions which includes moderating groups as required along with handling recruitment, discussion guide and presenting findings to the business stakeholders 
  • Running Consumer research programs to inform the Digital Consumer three-year strategic plan
  • Ad-hoc research programs as requested by functions within Digital Consumer
  • Derive insights from key platforms such as Facebook Actionable Insights and drive adoption of the platform across the business
  • Prepare Research Briefs, Contract, SOW and POs for all respective research partners the role is responsible for
  • Be across key market and competitor trends relevant to the Digital Consumer organisation


This will involve working closely with both internal and external parties to obtain information, validating analysis, findings and produce insights to inform the digital transformation strategy.

The Customer Insights Manager primary tasks will involve driving insight into the business by analysing data and inputs from multiple sources to enable the correct strategic decisions to be made. Additionally, you will work with cross functional internal and external teams and individuals to either gain inputs, information, deliver insights and obtain buy-in/support.  You’re able to proficiently communicate (via presenting or documentation) in a compelling and effective way detailed aspects of the insights and recommendations derived from the analysis and confidently present consumer digital benchmarking, best practice, trends and capability forecasts with a focus on digital first to drive digital adoption.


Skills and Experience:

  • Undergraduate degree in relevant discipline
  • Substantial experience working in an insights role
  • Experience in managing external research agencies
  • Able to effectively and comprehensively research a subject or issue. Understands the different sources of information and data
  • Strong analytical skills to drive insight from research material. Skilled in the construction of logical arguments
  • Strong documentation skills and proficient in Excel, PowerPoint
  • Highly skilled at analysing reports and data to identify trends and patterns
  • Passionate about customer experience and driving to insight


The perks

Optus is a place where we let you do you.  We offer all kinds of benefits, such as:

  • Work collaboratively in an open, agile environment with flexible working hours and location
  • Discounts with over 400 companies Australia wide (Technology, Retail, Home, Fashion and more!)
  • Mobile and Broadband staff discounts
  • Onsite facilities at Macquarie Park such as a Gym, GP, Mini-Mart, Cafes
  • Training, Mentoring and further learning opportunities
  • Staff busses to Epping and Wynyard, and back again


About us

At Optus, we don’t sit back and let the future happen to us – we’re out there making it.  By expanding into new technology and relentlessly improving every day, we’re working to create a better tomorrow for all Australians.


Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!

Date Posted
Customer Service & Call Centre
Sydney, NSW
Job Type
Full Time, Permanent
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