Customer and Market Insights Manager

Description

Now, we’re seeking a Customer & Market Insights Manager to join our team at the Mulgrave head office. This is your opportunity to lead customer and market intelligence, deliver actionable insights, and shape strategic decisions that drive EPSA’s growth.

• Provide actionable insights through dashboards, reports, and presentations to senior stakeholders.
• Develop and deliver EPSA’s customer and market insights strategy.
• Influence business planning and growth initiatives with data-driven recommendations.
• Drive continuous improvement in analytics and reporting frameworks.
• Design and implement research projects, including customer satisfaction and market analysis.
• Drive continuous improvement in data analytics, reporting, and research practices.
• Lead the development and execution of customer and market insights strategy for a dynamic, future-focused business.
• Collaborate with senior management, commercial, and sales teams to influence strategic decisions.
• Analyse market trends, customer behaviour, and competitor activity to identify opportunities.
• Support pricing, segmentation, and commercial strategies with robust data analysis.
• Monitor industry developments and economic indicators impacting key sectors (resources, utilities, defence).
• Ensure compliance with corporate governance, policy, and risk controls.

Requirements

• Tertiary qualifications in Marketing, Business, Economics, or a related discipline are highly regarded.
• Strong analytical and storytelling skills—able to translate qualitative and quantitative data into meaningful insights and strategic action.
• Seamless Onboarding Experience: Start strong with our centralised induction program at our Mulgrave (VIC) head office, designed to set you up for success.
• Proven experience (ideally 7+ years) in customer experience, customer insights, or service design within complex B2B environments.
• Experience in the energy, industrial, or related sectors is desirable.
• High-level influencing skills and the ability to work across silos to embed customer-first thinking.
• Excellent stakeholder engagement and communication skills, with the ability to present insights clearly to senior leaders.
• Experience with market intelligence, competitor analysis, and leveraging market segmentation data to inform business decisions.
• Own market research, customer segmentation, competitor analysis, and trend forecasting.
• Familiarity with CX measurement frameworks (e.g., NPS/NLS, customer journey maps, VoC strategies).
• Demonstrated ability to design and manage customer research programs, including Voice of Customer (VoC), journey mapping, and segmentation initiatives.
• Strong project management capability, with a track record of delivering enterprise CX initiatives on time and on budget.

Benefits

This role offers a hybrid working arrangement, with regular collaboration at our Mulgrave head office.

• Support for Families: We offer paid parental leave to support you during life's most important moments.
• Competitive salary and a culture that values safety, accountability, and excellence.
• Refer & Be Rewarded: Earn generous rewards through our team member referral program.
• Career development opportunities in a leading energy solutions provider.
• Wellbeing First: Access confidential support anytime through our Employee Assistance Program (EAP).
• Grow with Us: Upskill with job-relevant education support, including access to Cat® University and other learning & development opportunities.
• Celebrate You: Enjoy paid leave on your birthday and take time to give back with volunteer leave.
• Drive Your Way: Take advantage of our vehicle novated lease options to make your commute more rewarding.
• Recognition Matters: Be celebrated through our Employee Recognition Program and Service Awards.
• Exclusive Discounts: Access a wide range of retail discounts, plus special pricing on CAT® merchandise and health insurance.

Training + Development

Interview process

Visa Sponsorship

Security clearance