Customer Insights

4 months ago

Sydney, Australia Mirvac Full time

At Mirvac, we know that it’s our people, their passion and expertise and the exceptional experiences we create for our audience, that defines us.
Mirvac's people are our most valuable asset. We are proud to have built a culture of inclusivity, innovation and collaboration, becoming a place where people genuinely want to work. Two recent accolades to reflect this are:

- #1 in AFR BOSS’ Best Places to Work in Property, Construction & Transport 2022
- #1 Company Globally for Gender Equality in Equileap's 2022 & 2023 Review

We also offer a number of competitive and unique benefits for permanent employees including:

- Flexible Work Arrangements
- Leadership and Professional Development Programs
- Unlimited Volunteer Leave and National Community Day
- Mirvac Pride Committee

Mirvac is an Australian property group with a clearly defined purpose to 'reimagine urban life'. For over 50 years, we've dedicated ourselves to shaping Australia's urban landscape. Our evolution has been significant, growing from a small joint venture to a thriving ASX-listed property group that leads the way in sustainability, innovation, safety and placemaking.
Our opportunity
- 12 Month Fixed Term Contract
As Customer Insights & Data Analyst, you will be responsible for collating various customer research sources, reporting and developing insights on how to improve the overall customer experience through the development and management of a Voice of Customer Program. This role requires strong data and analytical skills, attention to detail, and the ability work collaboratively with cross-functional teams. This role will report to the Director, Voice of Customer & Customer Experience.
**Your responsibilities will include**:
This role will work as part of a small team and work closely with the business teams, broader customer & brand function as well as the Digital and Data & Analytics teams.
Develop Customer reporting for all levels from on the ground teams, management & leadership to ELT and Board.
Be an integral part of a team to deliver a Mirvac Group Voice of Customer Program across the various platforms such as BI, Salesforce CRM, Yardi and customer feedback platforms. Experience in Marketing Cloud & VOC platforms is desirable.
Building and maintaining dashboards and data visualisations in tools like Power BI or Tableau, and competency working with SQL and with data warehouses such as Snowflake
Coordinate, collect, clean and analyse customer data from various research sources including solicited feedback, unsolicited feedback, customer profile, interactions, and behaviour (physical and digital), external data sources and other qualitative data. Research sources also include customer surveys, CRM, CSAT, NPS, CES, loyalty and complaints data. Customer interviews/ intercepts, deep observational research across the group and customer advocacy on social media.
Experience analysing and modelling multiple data sources to develop clear and actionable customer insights, and provide insight to stakeholders across Mirvac.
Enhancing our calendar of and execution of periodic voice of customer surveys coordinating hitting response rate targets
Collaborate with cross-functional teams to identify opportunities to improve customer engagement, conversion rates, and retention
Develop and manage relationships with stakeholders to influence and gain support for projects and initiatives
Uplift customer data/analytics fluency in the business
Work together with the CX, digital, and operational teams to ensure customer analytics is an integrated part of transformation and performance measurement.
Assist with effective governance over our customer data and processes
Your point of difference
To be successful you will
Tertiary qualifications in Data Analytics and Business, Customer, Project Management, or equivalent is desirable
At least 5 years of experience in customer insights and data or business analyst role
Strong knowledge of statistical analysis, predictive modelling, and data visualization techniques
Experience with customer data platforms, marketing automation tools, and web analytics programs
Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
Strong problem-solving skills, with the ability to identify & troubleshoot issues
Customer, Data & Analytics Platforms
Customer Insights
Customer & Business Analytics
Customer Research
Project Management
All of these attributes are preferred, if you think you may be the right fit for the role please still apply.

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