The Senior Advisor influences national operational performance through the development and implementation of user experience (UX) research and analysis of operational performance to monitor progress toward timeliness and service quality performance targets, identify risks to achievement of performance targets and opportunities to optimise efficiency and user experience. Informed by a deep understanding of operational processes, the Senior Advisor works with Members and staff across the business to support the Commission's performance framework, with a particular focus on achievement of timeliness performance targets and identifying and promoting best practice and service quality. The Senior Advisor is responsible for leading key components of the Commission's UX strategy 2024-27, evaluation research and developing organisational performance measures to support a holistic evidence-based approach to operations.Providing valuable insights, the Senior Advisor: helps the Commission achieve best practice as well as operational goals;and makes decisions based on sound professional judgement; and works collaboratively to achieve results and business process improvements; and fosters strong stakeholder relationships, including with Members and the Commission's senior leadership. The Senior Advisor works across various business data systems, including the Microsoft 365 applications, the Commission's case management and workflow management systems, Qualtrics user feedback management system and STATA. The key duties of the position include Manage the design and delivery of research projects and generation of insights and reviews of Commission services from the user perspective. Supervise and support junior team members to undertake business data analysis to deliver a range of high-quality insights for senior decision-makers. Undertake business analysis for senior decision-makers identifying emerging trends and issues from operational data, user feedback and complaints channels. As a senior team member, contribute to the development of team objectives for short term tasks and strategic planning for longer-term initiatives. Build and sustain productive and collaborative stakeholder relationships with a range of internal and external stakeholders, including with Members and the Commission's senior leadership, to facilitate user-centered design of activities and outputs. Perform other duties to support the Assistant Director, Performance Reporting and Insights, as required.
