Customer Experience Analyst

1 week ago


Melbourne, Victoria, Australia cbus Full time
Meaningfully contribute to Cbus' growing Voice of Customer program

  • Analyse and present customer feedback, to uncover insights for the fund
  • Join a leading industry super fund, where members are at the heart of what we do

About Cbus
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds.

For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry.

As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

About your role
As a Customer Experience Analyst at Cbus, you will shape the delivery and future of Cbus' experience program.

This role is responsible for administering and managing Cbus' Voice of the Customer (VOC) survey program - including survey design and development, data flows, text analytics, dashboards, and close-the-loop feedback programs.


This role will see you translate and synthesize customer feedback to identify issues and opportunities to improve customer experience and associated measures (satisfaction/NPS).

You'll manage the day-to-day operational relationship with our VOC strategic partner, InMoment. You'll run regular deep dive analysis, to identify customers issues within each customer journey.

Ideally, you'll have a relevant tertiary qualification with specialisation in Market Research, Behavioural Research, Statistics or Business. You'll have gained strong analytical capability, synthesising different data sets and translating complex findings into actionable insights.

Your experience will include the design and execution of research and insights programs, and or market research related experience, ideally from customer experience or VoC environment.

You'll have strong experience in Excel, SharePoint, and PowerPoint, experience with InMoment is desirable. Personally, you have a highly analytical mindset and a natural eye for detail. You are able to communicate with a range of stakeholders at all levels, across our business.

Belong at Cbus
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

We're keen to hear from you
Applications Close: 7th July 2023

This is a full time, permanent position, based in Melbourne.

  • Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you_


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