Customer Analyst

at  Sydney Symphony Orchestra

THE ROLE

We’re looking for a Customer Analyst who will provide business insights that will allow us to develop
more effective and focussed conversations with our customers. Your insights will contribute to our
planning customer experiences - from concert and event design to even more effective communications
with improved results.
You will assist the company with driving customer engagement and loyalty while promoting a deeper
understanding of our customers across the organisation. Your analytical and statistical skills will help us
strengthen our approach to metrics and improve our programs. Over time you will have contributed to
an actionable roadmap for further product development.
Ideally you will have the curiosity to get into the back-end of our CRM and ticketing systems and
become an expert in data extraction and management

WHAT YOU WILL BE DOING

• Work with a large and complex data set to provide insight into customer trends and behaviours
• Establish an analytical framework that provides pre- and post-campaign insights into advertising

effectiveness, media choices and customer outcomes

• Work with the marketing and customer service teams to create test measurement frameworks with a

view to achieving better ROI and customer outcomes

• Using measurement frameworks and results, assist in the mapping an improved customer journey, a

review of customer segmentation, existing communication flows and product planning

• Create a suite of standard reports that assist each part of the organisation
• Contribute to the further development of data hygiene routines
• Source data from external sources that will assist the company in product design and other business

decisions

• Take the lead in identifying segmentation opportunities and incorporating these into the CRM system
• Provide assistance in ongoing CRM system improvements and integrations with third-party software

and platforms

• Other duties as required