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About the job  

As Customer Research Lead, you will lead the delivery of customer research and insights that inform business planning, decision-making and service improvements across SA Water. Working closely with stakeholders across the organisation, you'll lead key customer research activities, including the Brand Health Tracking Program. You’ll design and deliver qualitative and quantitative research projects that help us better understand customer needs, expectations and experiences, and translate these into meaningful insights and recommendations.

This is a maximum term contract opportunity through to 30 June 2027, offering the opportunity to influence customer-focused outcomes and evidence-based decision-making across the business.

About the Person

You are an experienced customer research professional with strong analytical skills and a passion for turning customer feedback into meaningful business insights. Confident working independently, you can manage research projects from end to end, build trusted stakeholder relationships and communicate findings in a clear, engaging and actionable way.

About Customer, Community and Engagement

Customer, Community and Engagement connects us with the people we serve, from everyday customer interactions to long‑term community relationships. The team includes customer service call centre professionals who provide frontline support, as well as specialists who engage communities and stakeholders, and partner with businesses to help shape how we plan, deliver, and communicate about our services.

Working here means meaningful engagement, supporting customers when they need it most, managing impacts and enquiries, communicating change, and helping communities understand and benefit from the essential water and wastewater services they rely on every day.

Responsibilities for this role will include: 

• Lead the delivery and continuous improvement of SA Water's Brand Health Tracking Program.
• Support and enhance the delivery of the Customer Experience Tracking Program activities and associated reporting.
• Design, manage and deliver qualitative and quantitative customer research projects from inception through to reporting and recommendations.
• Build strong relationships with stakeholders across the business to understand research needs and provide expert advice on customer research approaches and methodologies.
• Manage external research agencies and suppliers, including project briefing, methodology oversight, data collection, quality assurance and delivery.
• Design, build and manage surveys and reporting solutions through platforms such as Qualtrics.
• Analyse customer research, perception and feedback data to identify meaningful insights, trends and opportunities.
• Prepare and present clear, evidence-based insights, recommendations and opportunities that inform business planning, strategic initiatives and customer improvements.
• Lead Voice of Customer improvement initiatives that strengthen how insights are collected, reported and used across the business.
• Support the development of dashboards, self-service reporting solutions and insight products that enable evidence-based decision-making.
• Promote the use of customer insights across the organisation and identify opportunities to improve customer outcomes.
• Leverage industry research, benchmarking and external networks to identify emerging customer trends and opportunities for SA Water.
• Contribute to a collaborative, high-performing and customer-focused team culture.  

Your success in this role will come from: 

• Demonstrated experience delivering and leading qualitative and quantitative customer research projects end-to-end.
• Strong knowledge of customer research methodologies and their practical application.
• The ability to translate customer feedback and research findings into meaningful and actionable business insights and recommendations.
• Experience building effective stakeholder relationships and influencing outcomes through evidence-based advice.
• Experience managing research agencies and external suppliers.
• Strong communication and presentation skills.
• Experience using customer research and insight platforms such as Qualtrics.
• Experience using data analysis tools such as Q, SPSS, Displayr or similar.
• Excellent analytical, organisational and problem-solving skills, with strong attention to detail.
• Relevant tertiary qualifications in behavioural/social science, business, statistical analysis, marketing or a related discipline, or equivalent experience.

Further information can be found in the attached PD –  Customer Research Lead

Call Type: Internal and External

Employment Type: Maximum Term

Location: SA Water House

Please submit and complete the application form and upload a current resume by 4pm Friday 18 September 2026. Applications received after the closing date may not be considered. If you are experiencing difficulties submitting your application or have enquiries, please contact chantelle.romeo@sawater.com.au from the Talent Team for support prior to the closing date. 

At SA Water, we believe Our People Matter and Our Work Has Impact. In support of these values, and in alignment with our recruitment procedure, employees are encouraged to explore new opportunities within our business. When applying for this opportunity, please ensure you keep your manager informed as part of the internal application process.

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.