Voice of Customer Analyst

2 days ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
At South East Water, we believe in putting our customers at the heart of everything we do. As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen.

South East Water is now seeking three (3) highly motivated and customer-focused Voice of Customer (VoC) Analysts to join their newly formed VoC team. Reporting to the VoC Program Manager, you'll find yourself at the forefront of SEW's customer experience strategy. You'll use your highly developed analytical and research skills to dive deep into customer feedback, turning raw data into meaningful insights that drive real change. From uncovering pain points to identifying opportunities for innovation, your work will be instrumental in shaping our products, services and overall customer journey.

**Who are you?**:
A customer-focused Analyst, you will have at least three (3) years' experience in a Voice of Customer (VoC) program or customer related research and reporting role or a minimum of two (2) years of practical experience in administering Qualtrics or creating Power BI dashboards. Armed with a degree in the field of engineering, science, electronics, or information systems, you will also possess demonstrated emotional acumen, being able to adapt your communication style to ensure effective interactions in diverse contexts.

The following key skills, knowledge and experience will ensure your success in the role:

- Proven research experience, including literature review, qualitative and ethnographic methodologies, as well as an ability to utilise other related data sets to determine customer preferences and trends.
- The possession of a 'can-do' attitude, navigating through ambiguity, including internal and external challenges.
- Highly developed written communication skills in order to write reports, briefing papers and business cases.
- Excellent verbal communication skills, with experience conducting workshops with external stakeholders and customers.
- A practiced ability to transform research observations into critical insights and actionable recommendations.
- A fundamental understanding of Human Centered Design and UX/UI methodologies
- Proficient experience and understanding of data analysis and research techniques, with experience in digital experience measurement techniques and testing, such as wireframe testing and journey mapping, considered highly advantageous.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
- 14 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:

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