Business Intelligence Analyst

Business Intelligence Analyst - Customer Experience and Insights The Business Intelligence Analyst plays a central role in supporting business intelligence across APM’s Customer Service Centre and individual business unit contact centres. The role involves working with complex datasets to develop reports, track performance, and improve customer experience—particularly in call centre environments. This is a full-time opportunity and can be based in our Melbourne or Geelong office. The Role In This Role You Will: Design, develop, and maintain scalable, user-friendly reporting and analytics solutions aligned with business and customer requirements, incorporating best practice design and user experience principles. Analyse reporting requirements to ensure metrics capture impact across all customer touchpoints and operational areas. Identify gaps in existing reports and implement improvements to provide actionable insights. Collaborate with Team Leaders and Operational Management to align reporting with workforce optimisation and customer experience goals. Skills You’ll Bring Experience developing Business Intelligence reports and dashboards in Power BI and Excel using Power Query (M), DAX, VBA, and Excel formulas. Proficiency in SQL for data extraction, transformation, and consolidation across multiple complex datasets. Proven ability to develop robust data models and translate business requirements into actionable reporting solutions. Exposure to Genesys or other multichannel contact centre and WFM platforms highly desirable. Ability to translate insights into actionable recommendations that support strategic decisions and continuous improvement. What's in it for you? Working with a growing global business, you’ll get to be involved in strategic M&A, organic growth, and due diligence. Additionally, you’ll chart your own career growth with lots of opportunity to move through the business. You truly will enable better lives by enabling our frontline health professionals’ access to the best technology solutions to improve services within the community. Our solutions include the latest tech stacks and next horizon technologies, you will be involved with learning about and implementing emerging technologies. You will be provided with the tech you need to get the job done, flexible / hybrid working arrangements, purchased additional annual leave, private health discounts, and more. About APM Group We’re a diverse team of over 16,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too. Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health, and wellbeing, and increased social participation. When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services. At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities, and cultures including indigenous peoples, the LGBTQI+ community and people with a disability. Ready to Join? Click APPLY now and complete your application through our online recruitment platform. Please contact Shane on for any further questions. #J-18808-Ljbffr