The Senior Customer Insights Analyst serves as the primary analytical engine for TripADeal, reporting directly to the Chief Customer Officer (CCO). The role is responsible for transforming raw customer data into actionable insights across Marketing, Digital Product, and CX. By monitoring the end-to-end customer journey, you will identify opportunities to optimise marketing spend, improve digital conversion, and enhance service delivery to meet strategic business goals.
Organisational Structure
The Senior Customer Insights Analyst reports directly to the Chief Customer Officer (CCO) and operates as a key individual contributor. The role serves as a cross-functional hub, collaborating internally with the Senior Leadership Team, Marketing, Digital Product, Sales & Service, IT, Finance, and the Qantas Data and Analytics team.
This permanent full-time position is 100% onsite working from our Byron Bay HeadQuarters or Varsity Lakes Gold Coast office (minimum 1-day per fortnight in HQ), working Monday to Friday, 8-4pm or 9-5pm - you choose!
A Day in the Life
* Deep-dive into data sets from Marketing, Digital Product, and CX to identify performance gaps and trends.
* Campaign Analysis and New Repeat Customer deep-dives.
* Track website and app performance to find technical or UX friction points that impact customer conversion.
* Execute attribution modelling and cohort analysis to help the Marketing team optimise their channel mix and acquisition costs.
* Mine "Voice of Customer" (VoC) and NPS data to provide a factual basis for service recovery and loyalty programs.
* Enhance and update the "Customer 360" dashboard suite to ensure senior leadership has "no-fluff," high-confidence data for daily decisions.
* Work closely with the Senior Leadership Team and internal teams to align on strategic KPIs, with occasionally Qantas catch ups.
To be a Front Running Candidate
* 5+ years in a data-heavy role specifically focused on customer behaviour or marketing performance.
* Expert skills in SQL for data extraction and mastery of visualisation tools like Tableau, Power BI, or Looker.
* Strong technical understanding of GA4 and its integration with CRM data.
* Desirable experience within the travel or e-commerce sectors, particularly with high-consideration digital purchase journeys.
* Desirable experience with a MMM SAAS platform.
* Demonstrated ability to translate complex, technical data into simple, actionable insights for non-technical teams.
* The successful candidate will be required to undergo a Qantas background check
Why TripADeal?
* Competitive salary package, training & career progression
* Fun, casual work environment where shoes are optional
* Regular social get togethers
* Additional Paid Leave at selected Length Of Service milestone achievements
* Staff travel discounts on air travel, accommodation and holidays
* $1,040 per annum of Subsidised gym memberships & corporate Fitness Passport access
* Novated leasing and salary packaging available
* Employee Assistance Program
* Savings and discounts on groceries, shopping, entertainment, and more
* Volunteer leave as part of giving back to the local community to give back to the local community
* Generous parental leave support program with paid superannuation during paid & unpaid parental leave
Be part of a company that is one of a kind in its culture, spirit and passion. Join a proud & growing team that offers quality, hassle free & affordable travel experiences.
See your next destination as Senior Customer Insights Analyst for TripADeal? Your future pathway is just one click away. Apply now!
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