About the role
Are you passionate about creating an amazing customer experience? Do you love diving into data and uncovering insights that drive positive change and data-driven decision making? If so, we want you to join our dynamic Customer Experience team as a Customer Experience Analyst! In this role, you'll be the data wizard behind our customer experience magic, helping us understand and improve every interaction our customers have with us.
Key Responsibilities:
1. System Administration and Development: Ensure our contact centre solution software operates smoothly. Collaborate with our Customer Experience Leadership and ICT teams to develop and implement solutions that enhance customer service.
2. Analytics and Reporting: Generate regular and ad-hoc reports, monitor Customer Experience KPIs, and provide insights to support data-driven decisions.
3. Customer Service: Be the friendly face (or voice) for our internal customers, providing excellent information and service to colleagues.
4. Innovation and Efficiency: Find efficiencies through new technology and AI, supporting the development and implementation of customer service technologies like Artificial Intelligence.
Qualifications and Skills:
Essential
* Tertiary qualifications in Information Technology, Data Analytics, or related fields.
* Experience with Customer Experience and Contact Centre software solutions, including system administration, data extraction, reporting, and feature development.
* Proficiency with data analysis and reporting tools such as Excel, Power BI, Tableau.
* Excellent verbal and written communication skills, with the ability to present insights clearly and effectively.
* Experience working with cross-functional teams, stakeholders, and external vendors.
* Strong negotiation, decision-making, analytical, problem-solving, and critical thinking skills.
Desirable
* Experience with process automation tools like Microsoft Power Automate.
* Experience in local government or large diverse organizations.
* Current Class C Driver Licence.
Additional Details:
Starting salary: $96,174 per annum plus 11.5% superannuation.
Please view the position description and submit your application online via the provided links.
Applicants must submit a cover letter, resume, and comprehensive responses to the selection criteria. Applications close by 11:55 pm on the deadline date. Please allow up to 4 weeks for processing.
For further information, contact David Parry.
Applicants must have the right to live and work in the country.
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