Customer Experience & Analytics Specialist
Customer Experience & Analytics Specialist
Shape smarter customer outcomes through data and insight and emerging technologies.
About the role
* Join a respected organisation supporting older Australians
* Be a key contributor in an authentic, purpose-led team
* Leverage advanced analytics, AI, and customer data to improve outcomes
About us
Homesafe Solutions Pty Ltd is the provider of the Homesafe Wealth Release solution – a unique, debt-free equity release alternative for homeowners over 60. We are a values-driven organisation, offering older Australians a trusted and ethical way to access equity in their homes without going into debt or needing to sell.
With over 20 years of leadership in the equity release space, our commitment to customer experience is central to everything we do. We're now looking for a Customer Experience & Analytics Specialist to support our high-performing Contact Centre team by using data and emerging technologies to drive meaningful insights and improve operational performance.
The opportunity
This role blends analytical thinking, customer-centric engagement, and modern technologies. You'll apply data science tools and AI-powered platforms to analyse behavioral patterns, enhance service delivery, and support decision-making.
The successful candidate will have a dual responsibility and focus:
* To unlock meaningful insights and analytics, measure and monitor the customer experience to inform decision-making and identify areas for enhancement or improvement; and
* To respond to inbound enquiries with a strong customer-first approach, focusing on educating our customers and transitioning them to appointments with our Consultant Team.
NB is not a sales role, there are no outbound sales or cold calling requirements
Work that is both challenging and rewarding will see you bring your specialised skill to the team, with scope to grow and develop into a senior role assisting the Manager – Customer Engagement to optimise service delivery ensuring excellence which supports the ongoing growth of Homesafe.
Key Responsibilities:
* Using AI-driven tools and platforms to assess trends, identify risks, and evaluate service performance
* Developing dashboards and reports using tools such as Power BI, Tableau, or Looker
* Designing and implementing feedback loops that capture customer insights to refine processes
* Analysing interaction data to inform staff coaching, reduce friction, and improve service metrics
* Handling inbound enquiries with a thoughtful, outcomes-oriented approach while contributing to service standards uplift
* Supporting the uplift of service standards through insight-led recommendations and cross-team collaboration.
About you
You are technically strong and naturally curious — confident working across data platforms, interpreting analytics, and engaging with customers in a meaningful way. You're energised by using modern tools to improve service delivery and motivated by impact.
You bring both technical proficiency and emotional intelligence — comfortable interpreting data sets one moment and guiding a customer conversation the next. You are motivated by the opportunity to improve systems and elevate outcomes, and you thrive in purpose-driven environments.
Your skills and experience will include:
* Experience working with customer data in a contact centre, CX, or operational environment
* Experience in a customer operations, contact centre, or service excellence role
* Outstanding communication skills and the ability to manage customer conversations with care and clarity
* Strong proficiency in Excel and modern analytics tools (e.g., Power BI)
* Familiarity with AI applications in customer service, such as chatbots, sentiment analysis, or predictive modelling
* Ability to translate data into insights that shape coaching, systems, and service design
* Comfort working in a metrics-driven environment, with a strong focus on continuous improvement
* Comfort working in environments where you balance strategy with frontline activity
* A collaborative approach to problem-solving, using evidence to influence outcomes
This role may suit a mature candidate who is looking to step back from a more senior role. Applicants are requested to submit a cover letter which helps us understand why this role is of interest. For more information, please contact Rosabel Capasso - People and Culture Manager on email rosabel.capasso@homesafe.com.au
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
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