Research Lead

Location: Brisbane
Job Type: Permanent / Full Time
Contact: Nicole Cooke

About the Company:

Our client is an ASX listed business that is a technology entertainment giant. They have a large portfolio of brands with both an online and retail footprint across 20 countries around the world. Over the last 12 months the share price has been one of the strongest performers and the business has delivered twenty-two consecutive quarters of double-digit growth. The business in Australia consists of two key brands and performance in this market has been strong, with the business investing heavily in technology and growth of the team. The Australian business has also been on the journey to take the highly successful entrepreneurial brands and move them to a more sophisticated and structured environment that will enable them to scale even further.

About the role:

This Research & Community Lead role is part of a newly created team for the organisation and will play a vital role in driving customer centricity. Using your experience in research and customer community management, you will assist in uncovering customer pain points and work on strategies to remove these which will assist in delivering better customer experience. You will have 1 direct report and will need excellent communication skills, superb program management and stakeholder experience.


  • Lead and oversee the recently created customer community and research activity completed
  • Support on additional ad hoc research activities appointed by the business
  • Working with the broader team to help structure the business and maximise research investment
  • Operate external research agencies
  • Create reverse briefs to uncover what main decisions need to be made upon reflection of the research
  • Explain research to identify on ways to assist in solving pain points and improve customer experiences.

About you:

  • Experience in qual and quant research methods
  • Own the online community maintenance and overall health
  • Executing online research fieldwork such as posting research/content and eDMs
  • Controlling online community incentives and fieldwork schedules
  • Planning and advertising engagement pieces on online platforms
  • End to end project management skills
  • Outstanding visualisation and storytelling skills
  • Work together with external partners and control research reports.

Culture and Benefits:

  • This is a fun brand that has a genuine and caring culture, although it is fast paced and you will be required to pivot quickly at times, you will be empowered to build and evolve this function and contribute to making this business one of the most successful in Australia.
  • You need to be super passionate, resilient, driven and be OK with ambiguity, whilst enjoying being surrounded by people that are heavily invested in succeeding and driving growth.
  • You must also understand the blend of the entrepreneurial spirit that still exists within the business whilst helping them on their journey to be a more sophisticated customer centric brand as they continue to push for best practise.

If you are interested in the role please APPLY NOW or contact Nicole Cooke on 0449 853 240