Customer Experience (CXM) Data Analyst

icare is currently seeking an experienced Data Analyst to support our CX operations in a pivotal role in ensuring the timely and accurate flow of data into and out of our survey platform

• Maximising data integrity, delivering high quality data
• Exciting permanent opportunity
• Salary from $111,077 + superannuation
  

We’re looking for someone highly technical to be able to extract, manipulate and analyse available customer data. Supporting the functionalities of the systems engine of the CX platform through the mapping of data files and feeding the correct data into the system you’ll be ensuring we have high quality data being delivered efficiently. Providing valuable insights to the Customer Insights team, you will support the development of actionable insights and recommendations that enhance business outcomes.

You’ll be working with a diverse mix of collaborative, friendly and creative people who really care about making a difference for people and the NSW community. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.

Naturally inquisitive and proactive, you’ll bring experience identifying and analysing customer data to understand cause and effects. Preferably from either the telecommuncations, insurance, financial services or healthcare industry, you can engage with different audiences and communicate technical issues to key stakeholders in a relatable way. Your technical ability includes experience using advanced analysis tools such as SQL/SAS/Power BI and ideally you have exposure to customer feedback software, such as Qualtrics, ConfirmIT, Medallia or MatritzCX although this is not essential. Experience with customer feedback and/or voice of customer is highly desirable.

It’s an exciting environment where no two days are the same. But on a typical day you might find yourself:

• coordinating the flow of data into and out of the CXM platform including: sample files, exclusion criteria, operational data, contact information, survey response data
• designing and managing survey deployments including: data cleansing, reformatting and transformation of data to ensure accuracy and maximise response data integrity
• drafting and implementing protocols to protect customer contact frequency and ensuring the privacy principles are strictly adhered to
• liaising with internal and external stakeholders to design data specifications for a new survey and establishing a process for data flows that ensures high quality survey output
• building and monitoring operational reporting metrics to facilitate early problem detection and to drive platform efficiency

We’re a new kind of organisation, one that’s as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core.

If you think you’re the right person for this role, send us your resume (up to 5 pages). Don’t delay as we’re assessing applications as they are received. We’d love to hear how your capabilities, achievements and experience set you apart.

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach, so we’d be happy to talk about and consider your specific needs.

If there are any accessibility adjustments you need to help you be able to apply for this role, or if you require any further information about the role, please contact Kerry Goode on (02) 9216 3060 for a chat.

Please note that you must be an Australian citizen or a permanent resident of Australia or a New Zealand citizen with a current New Zealand passport to apply for this role.

• icare is the brand of Insurance & Care NSW
• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted