CX Insights Analyst

at  iCare External

SYDNEY CBD

• Min 5 years’ experience working in customer research and/or reporting
• Fixed term 6 Months contract with potential to extend to 12 months
• Hybrid working, offering starting salary of $125,693 base

SKILLS & EXPERIENCE

• A minimum of five years’ experience working in customer research and/or reporting.
• Pre-employment checks
• Extracting research data and drawing insights from customer platforms, preferred Qualtrics
• Experience conducting research with diverse customers groups
• Using data from customer platforms preferably in a large government organisation, finance or insurance industry or with a top tier consulting firm.
• Tertiary qualification at degree level in marketing, research, psychology, business or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience.

ABOUT THE ROLE

This role focuses on supporting the enterprise customer performance reporting within the enterprise CX team to enable customer centric decision making grounded in evidence. Specifically, this role will look to ensure performance and enterprise-based themes and insights are shared through all regular reporting cadences, as well as identifying insights and stories to share broadly across icare to support the Customer Community of Practice’s objectives of building a customer centric culture, and work within the team to optimise the reporting suited.

DUTIES

It’s an exciting time at icare where no two days are the same; as a CX Insights Analyst you will:

• Provide data and analysis input into recurring reporting deliverables (weekly, monthly, quarterly, 6-monthly, and annual reporting cycles) and respond to ad-hoc reporting requests.
• Report on enterprise trends, actionable insights from customer and operational data to provide leaders ability to monitor trends and have clear insights for customer centric decision making.
• Identify, analyse, and interpret enterprise trends, patterns and stories told through the available customer data to support the development of narratives as inputs into insights development and aid ability for opportunity identification and option development
• Support the Customer Insights Leads to refine the reporting suite to ensure the right measures, customer and operational, are informing how well we’re meeting customer needs and delivering to outcomes
• Support the reporting suite being development in user-friendly dashboards for enterprise stakeholders and drive utility
• Support the Customer Experience Insights leads to provide data analysis and visualization narratives that can help test hypothesis that are anchored in ways to improve outcomes
• Develop communications for icare internal channels to use data and insights to tell customer stories and support our people to have empathy for those we serve and understand how well we are/aren’t meeting their needs
• Work with customer research data sets from customer data platform, Qualtrics experience desirable
• Building relationships with the Customer Community of Practice, Schemes, CXM Operations, data and analytics stakeholders.