Customer Channel Analyst

2 weeks ago


Adelaide Region SA, Australia News Corp Australia Full time

**Who are we?**
We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and entertainment from our digital and print products - more than any other media group in Australia.

An exciting opportunity has opened for an experienced Customer Channel Analyst to join our team. This is a brand new role, that you can influence and shape to deliver outstanding value for our customers, and drive customer experience and business objectives.

**What’s in it for you?**
- Flexible working environment, split between working from home and onsite
- Opportunity to innovate, challenge the norm and pioneer the way forward
- Fast paced agile environment, where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation
- Modern CBD offices with on-site, subsidised canteen and gym

**What’s the role?**

This role is within the Projects and Continuous Improvement team in News Corp Australia’s Subscriber Contact Centre. This team is responsible for projects and changes for a 120-seat Contact Centre, delivering new products and service enhancements to improve cost, revenue, customer experience and agent experience.

The person we are looking for has experience of developing customer journeys across self service and agent assisted channels, assessing bot and self service performance, and employing tactical and strategic changes to improve the overall service results. Ideally the person would have experience with Genesys, Salesforce, and Google CCAI.

**Who are you?**

You are passionate about customers, comfortable working in virtual teams across the business.

You need to have experience in an omni-channel Contact Centre environment, and have previously worked on developing self service strategies, developing end to end customer process journeys, and analysing and enhancing bot and self service performance.

**Where do I sign?



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