Very flexible working arrangements
- Opportunity to work with a purpose-driven organisation
- Must have strong customer experience/insights background
Customer Experience Insights Analyst required to oiwn and manage the administration of an online survey platform for a well-known Australian brand.
**Responsibilities**:
- translating survey metrics and feedback and other data into insights that influence and drive decision making.
- managing end-to-end analytics efforts in understanding adoption barriers and pain points with existing and new tools to drive customer experience improvements
- translating data into practical, targeted, and actionable insights and recommendations that influence product improvements/roadmaps
- partnering with analytics teams to complement survey-derived insights with operational data from multiple sources.
**Requirements**:
- solid experience in Voice of Customer or CX analytics including survey analytics, statistical analysis, and/or process management
- proficiency in telling comprehensive and compelling stories with customer feedback while linking varied sources of structured and unstructured data to provide insights to Operations and Tech teams
- experience working with and knowledge of Customer Experience metrics (Net Promoter Score, Customer Effort, CES, etc.) and survey design
- solid skills in querying, joining, and manipulating raw datasets for analysis with excellent SQL experience
- any knowledge of CX management software such as Qualitrics, Medallia or InMoment would be beneficial
Click on the 'Apply' button or call Sabina Ahuja on 0422015623