Customer Insights Analyst

5 months ago

Sydney, Australia NSW Government -icare Full time

**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
- 17.5% annual leave loading
- icare day - access to an extra day’s leave
- Comprehensive learning and development support aligned 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**

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

- 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
- 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 e.g. Qualtrics

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**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.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**:

- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.

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