Customer Insights Analyst

Vor 7 Tagen

Council of the City of Sydney, Österreich icare Vollzeit

Identify & deliver customer insights to stakeholders for icare Workers Comp Fixed term, Full-time position, Sydney CBD Hybrid working environment, salary from $120K + super + benefits About the Role Working closely with the portfolio leads within the insights generation team to identify and deliver customer insights to stakeholders that are timely, actionable and that facilitate customer-centric decision-making, and drive improvements in customer experience. Benefits A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs annual leave loading icare day – access to an extra day’s leave Comprehensive learning and development supportaligned to icare’s Core Capabilities. Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards Access to our Employee Assistance Program Duties Identify, analyse and interpret trends, patterns and stories told through available customer data to support the development of insights that can inform change Work collaboratively with the broader Customer and Community Team teams to leverage information and insights across different business areas to help drive the strategy to deliver better customer outcomes and experiences Project manage and deliver new quantitative & qualitative customer research studies from understanding needs, to scoping requirements, through to data collection and reporting Proactively monitor CXM (Customer Experience Measurement) data / results particularly KPI performance to identify and communicate new trends and opportunities to improve performance Educate & advocate for the CXM platform and provide support for stakeholders (in person, phone & email) in using dashboards and interpreting results Develop and evolve working practices and tools, to drive continuous improvement and increase the value of insights to stakeholders. Skills & Experience Relevant tertiary education, or equivalent knowledge and skills acquired through extensive practical quantitative research experience. High level proficiency in Word, Excel and PowerPoint Experience with usage of research data analysis packages Strong experience in compiling and analysing customer data Proven track record of communicating customer findings to stakeholders Experience with Customer Feedback Software Qualtrics Culture About the Company We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities.Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. icare operates a direct sourcing model so no agency introductions will be accepted We are aCircleBackInitiative Employer – we commit to respond to every applicant A talent pool may be created through this recruitment process. #J-18808-Ljbffr

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