The Opportunity  

Are you ready to be the driving force behind customer-centric decisions at TABTouch? We're looking for an experienced Market Insights Lead to fuel our insights engine room!  

In this pivotal role, you'll lead and manage the research function to design and deliver cutting-edge qualitative and quantitative research programs. Your insights will inform and shape our customer strategy, brand, marketing, product design, and customer experience, ensuring we increasingly engage and delight our current and potential users while aligning with our strategic goals. 

Accountabilities include:

• Work closely with key stakeholders across brand and marketing, service design, UX design/research, digital call centre, retail and product to understand business needs, identify research priorities and deliver actionable insights to address their business needs.
•  Oversee design and delivery of the TABtouch ‘voice of customer’ satisfaction/NPS program, including digital, retail and phone-based channel touchpoints that capture ‘moments of truth’ along our key customer journeys.
• Oversee design and delivery of TABtouch’s market monitoring program that includes benchmarking and reporting competitive performance across brand health, campaign performance, customer experience, product and market share amongst target segments.
• Oversee the design and delivery of ad hoc qualitative and quantitative research as required, including the development and management of an in-house customer research panel to enable fast turnaround research projects to meet ad hoc needs of stakeholders across the business.
• In consultation with Head of Customer Experience, oversee the identification, selection and management of third-party research vendors and manage their activity in accordance with agreed research budgets.
• Partner with Data Science and Insights stakeholders to ‘connect the dots’ between external customer insights and internal behavioural and performance data.
• Synthesise complex and disparate research outputs into persuasive reports, presentations and workshops that have compelling narratives with clear and actionable insights that inform and facilitate practical stakeholder decision-making.
• Communicate effectively and influentially with leadership and stakeholders at all levels to highlight critical insights, opportunities and risks that demand strategic attention.
• Champion a customer-centric mindset and culture across the business, by helping to drive colleague awareness, knowledge, accountability and usage of available customer research insights to inform priorities and decision-making across the TABTouch Department.
• Lead, mentor, and develop a team of UX Researchers, building a high-performing customer research centre of excellence. 

If you're passionate about turning data into actionable insights and making a real impact, we want to hear from you!

About You 

Essential Skills and Experience:

• 5+ years of previous practical experience in a Market Research role, including strong research, project management, and stakeholder management skills that come with this level of experience •
• Experience in the design and delivery of customer research in the areas of brand & communications, customer satisfaction/NPS and/or new product development.
• Strong experience in undertaking quantitative research including writing research briefs, questionnaire design, statistical analysis, and delivering reports/presentation/workshops.
• Demonstrated experience in undertaking qualitative research including writing research briefs, discussion guide design, qualitative interviewing/moderation, and delivering reports/presentation/workshops.
• Experience in commissioning and managing research projects through external research partners
• Exceptional communication, facilitation and influencing skills, with a knack for simplifying complex issues and presenting insights in a clear, compelling and commercially relevant way to align stakeholders 
• Excellent multi-tasking and time management skills required to work both independently and as part of a team in a face paced environment.

Desirable Skills and Experience:

• Degree/Tertiary qualifications in business, commerce, marketing, statistics, psychology or equivalent, including the completion of market research units. 
• Specific experience in managing brand health tracking, interactional NPS/satisfaction tracking and/or an in-house customer research panel is an advantage. 
• Practical experience in one or more research design and/or statistical software packages is an advantage (e.g. Q, DisplayR, SPSS, Qualtrics, SurveyMonkey, HotJar, Medallia, InMoment, Potentiate, etc.) 
• Experience working in an agile environment and familiarity with agile methodologies

At RWWA, you will join a purpose-driven organisation that actively reinvests in WA’s racing industry, community initiatives, animal welfare, and regional programs. You will be part of a team that values integrity, collaboration and excellence in everything we do

We offer:

• Flexibility that works for you – hybrid work arrangements that balance the benefits of working from home with connection to our modern office and on-site team culture.
• Investment in your growth – access to dedicated learning budgets, career development support and opportunities to strengthen your professional capability.
• A modern, people-first workplace – state of the art facilities, wellness spaces, free parking, secure end of trip amenities and a workplace designed to support wellbeing and productivity.
• Recognition that matters – competitive remuneration, employee benefits, and meaningful reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
• Wellbeing and support – access to mental health initiatives, tailored wellness programs, and a paid Wellness Day each year.
• Community impact – the opportunity to work for an organisation that reinvests millions into WA’s racing industry, local communities and regional programs, helping to create sustainable industry and community outcomes.

Ready to apply?

Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.

For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au

As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.

Please note this role is only open to applicants that hold Australian Working Rights and we do not offer Work Sponsorship Visa's.

At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.

We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.