CUSTOMER INSIGHTS ANALYST BRANCH/UNIT TEAM LOCATION CLASSIFICATION/GRADE/BAND POSITION NO. Communications and Marketing Research and Insights Optional TWL8 TBA ANZSCO CODE 225112 PCAT CODE TBA TAFE Website www.tafensw.edu.au 1. ORGANISATIONAL ENVIRONMENT TAFE NSW s purpose is to skill the workforce of the future. It is Australia's leading provider of vocational education and training with over 500,000 annual enrolments and a proud history for setting the benchmark for quality service. As the NSW public provider, it supports the NSW Government's priority to grow skills for the economy and jobs of tomorrow. Critically, TAFE NSW plays a vital role in providing vocational education in rural and regional NSW, and job training pathways for the most vulnerable in the community. TAFE NSW offers the best of campus-based delivery as well as flexible, online and work-based learning. The TAFE NSW values of Customer First, Collaboration, Integrity and Excellence guide our team in strengthening communities, delivering world-class training for our students and producing job ready graduates for employers. The operating environment for TAFE NSW is dynamic as we leverage our scale, expertise, passion and reputation to meet the rapidly changing VET landscape. TAFE NSW is committed to its students and customers and the role it plays in changing lives and opening up opportunities through learning. 2. POSITION PURPOSE The Customer Insights Analyst is responsible for performing critical analysis and interpretation of customer data to identify actionable insights that support the execution of business and marketing strategies Last Updated: March 2017 Version 1 Page 1 of 5
3. KEY ACCOUNTABILITIES 1. Manage and deliver customer analysis, interpretation and consultation to provide support to key internal stakeholders in the interpretation and application of insight into customer needs. 2. Develop and implement customer analysis, systems to produce timely and accurate reports to support marketing, sales, and student services. 3. Apply qualitative and quantitative techniques to interpret the data and support recommendations can be substantiated. 4. Provide data on customer behaviours and preferences over a defined campaign or relationship period to ensure insight into the effectiveness of activities for Marketing. 5. Collaborate with branch specialists on post campaign, survey and competitor intelligence to derive insights into behaviours, products and services preference to drive the attraction, retention and growth of customers. 6. Maintain customer database(s) for consumer (students) and business customers to ensure appropriate storage and access to current information. 7. Reflect TAFE NSW s values in the way you work and abide by policies and procedures to ensure a safe, healthy and inclusive work environment. 8. Place the customer at the centre of all decision making. 9. Work with the Line Manager to develop and review meaningful performance management and development plans. 4. KEY CHALLENGES Analysing, interpreting and utilising complex research data from diverse sources to capture appropriate insights relevant to planning and strategic marketing decisions. Co-ordinating and participating in the implementation of multiple and diverse key projects with rigid timeframes and budgets and outcomes that effectively inform strategic communications, marketing and business decisions. 5. KEY RELATIONSHIPS WHO WHY Internal Head of Research and Insights Receive leadership, direction and advice. Update on research and insight issues and projects. Research and Insights team Provide advice and data. Collaborate on research and data requirements and analysis. External Industry Professionals, Consultants and Vendor, Service, Research Providers Monitor provision of services, gather information and resolve relationship, reliability issues. Deliver research specifications and desired outcomes. Last Updated: March 2017 Version 1 Page 2 of 5
6. POSITION DIMENSIONS Reporting Line: Head of Research and Insights Direct Reports: Nil Indirect Reports: Nil Financial Delegation: TBA Budget/Expenditure: TBA Decision Making: Makes decision on complex and sensitive issues that have a high level of impact on the immediate work area and the potential to impact more broadly on agency operations and externally. Matters requiring a higher level of approval are referred to the Reporting Line Manager. 7. ESSENTIAL REQUIREMENTS 1. Degree or similar relevant qualification or an equivalent experience. 2. Minimum of 5 years experience in an in-house or external agency market research role. 3. Experience and thorough understanding of contemporary practices in to market research and the data analysis techniques with proven interpersonal, written and verbal communication skills to support planning and decision making for stakeholders. 4. Experience and thorough understanding of customer research and insights, within context of campaigns, that supports achieving commercial objectives with ability to effectively engage with stakeholders to communicate information. 5. Ability to address and meet focus capabilities as stated in the Position Description. 8. CAPABILITIES Below is the full list of capabilities and the level required for this role as per the NSW Public Sector Capability Framework. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. Capability levels are as follows and reflect a progressive increase in complexity and skill: Foundational > > > Advanced > Highly Advanced CAPABILITY GROUP NAME LEVEL Display Resilience & Courage Act with Integrity Manage Self Value Diversity Last Updated: March 2017 Version 1 Page 3 of 5
Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan And Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Foundational Foundational FOCUS CAPABILITIES The focus capabilities for the Customer Insights Analyst are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the position s key accountabilities. NSW Public Sector Focus Capabilities Group and Capability Level Behavioural Indicators Personal Attributes Manage Self Relationships Communicate Effectively Relationships Work Collaboratively Results Think and Solve Problems Look for and take advantage of opportunities to learn new skills and develop strengths. Show commitment to achieving challenging goals. Examine and reflect on own performance. Seek and respond positively to constructive feedback and guidance. Demonstrate a high level of personal motivation. Tailor communication to the audience. Clearly explain complex concepts and arguments to individuals and groups. Monitor own and others' non-verbal cues and adapt where necessary. Create opportunities for others to be heard. Actively listen to others and clarify own understanding. Write fluently in a range of styles and formats. Encourage a culture of recognising the value of collaboration. Build co-operation and overcome barriers to information sharing and communication across teams/units. Share lessons learned across teams/units. Identify opportunities to work collaboratively with other teams/units to solve issues and develop better processes and approaches to work. Research and analyse information, identify interrelationships and make recommendations based on relevant evidence. Anticipate, identify and address issues and potential problems and select the most effective solutions from a range of options. Last Updated: March 2017 Version 1 Page 4 of 5
Group and Capability Level Behavioural Indicators Business Enablers Technology Participate in and contribute to team/unit initiatives to resolve common issues or barriers to effectiveness. Identify and share business process improvements to enhance effectiveness. Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks. Identify opportunities to use a broad range of communications technologies to deliver effective messages. Understand, act on and monitor compliance with information and communications security and use policies. Identify ways to leverage the value of technology to achieve team/unit outcomes, using the existing technology of the business. Support compliance with the records, information and knowledge management requirements of the organisation. Last Updated: March 2017 Version 1 Page 5 of 5