Customer Insights and Research Lead

CX Insights & Research LeadOverview Of Our Role Be the voice behind exceptional customer experiences. In this role, you will lead impactful research programs across Jemena Networks, turning customer and market insights into clear, meaningful actions that shape smarter decisions. You will own the Voice of Customer (VoC) program—guiding CSAT measurement, reputational studies, and the evolution of customer segments and personas—ensuring a deep, consistent understanding of customer needs and experiences. With a natural ability to connect insights to action, you will uncover trends, highlight opportunities, and influence improvements that truly make a difference. Partnering closely with stakeholders, you’ll foster collaboration and ensure insights are embraced and embedded across the business. This is a role for someone who blends analytical thinking with empathy—transforming data into stories that inspire positive change. Culture & Benefits What we do matters. Delivering safe and reliable energy makes a difference to people’s lives across our country every single day. We are proud to keep Australia connected while preparing the nation for a renewable future. Our people are our energy source. We offer meaningful benefits and rewards, including being a certified family-friendly workplace designed to see you succeed in all areas of life:

• Jemena is among the first companies in Australia to be accredited as a Family Inclusive Workplace
• flexible work arrangements, empowered to work your way & agile + additional leave benefits!
• primary & secondary parental leave & well-being and family support benefits
• numerous career development pathways + yearly financial support to upskill
• annual bonuses + generous $$$ employee referral program
• empowering you within a fun, diverse and inclusive culture
• group benefits galore for all employees!
• genuine focus on work / life balance
• reproductive leave benefits

A Little About You

• External and Internal stakeholder engagement
• Effective project management skills and business case development capabilities
• Sound analytical capabilities along with excellent interpersonal, communication, negotiation and mediation skills
• Strong technical knowledge of digital and multi-channel CX strategy, operating model/systems/processes
• Experience in strategy planning and strategic analysis

Qualifications / Certifications & Skills

• Relevant qualification or experience in Marketing, Analytics or Customer Experience
• Minimum of six years’ experience in customer and market research role, or
• NPS / Customer Satisfaction measurement
• Voice of Customer program management
• Segmentation model development and management
• Budget and contract management competencies
• Proficiency in some of the following programs is highly desirable:
• VOC / CSAT platforms (e.g. InMoment)
• CRMs (SAP service cloud or other)
• Emerging AI platforms and programs

Who We Are Jemena is an Australian energy company who own and operate more than $12.4 Billion worth of gas and electricity transportation assets across Australia supplying millions of households and businesses with these essential services every day. We pride ourselves on our innovative approach, technical expertise, and dedication to safety, quality, and sustainability. Our Group’s over 4000 team members, consistently strive to make a difference in the communities we serve. We champion and value diversity in life and work experiences, as we know everyone benefits from broader diversity of thoughts in our problem solving, decision making and ability to innovate. We encourage applications from everyone, including First Nations people, veterans, people living with a disability and members of the LGBTIQA+ community. If you need adjustments during the recruitment process, please let us know. Recruitment Process  During our recruitment process, you will be required to undergo pre-employment checks including pre-employment medical(dependent on role type), reference checks and a national police check. Notice to Third Parties: Jemena does not accept unsolicited resumes (or liability associated with fees or costs) from recruitment agencies, search firms or third parties. Interested candidates are welcome to submit their application independently. Apply today, you belong here.