Customer Data Analyst

7 days ago

Sydney, Australia Pinpoint Talent Full time

Work for NSW State Government and be a part of a collaborative team
- Bring your data analysis skills in a purposeful role

We are looking for a Customer Data Analyst on an initial contract for 12 months with view to extend on a NSW State Government 'business as usual' team.

Primary purpose of the role:
This role will focus on supporting the development of customer insights and data driven narratives within the enterprise Customer Experience team to enable customer centric decision making grounded in evidence. Specifically, this role will look to enhance enterprise-based reporting, data accuracy, consistency, integrity, and value throughout our end-to-end business processes. Deliverables will include customer and operational data extraction, statistical analysis, trends visualizations, and data storytelling to improve customer outcomes.

Key accountabilities:

- Provide data and analysis input into recurring reporting deliverables (having weekly, monthly, quarterly, 6-monthly, and annual reporting cycles) including ad-hoc reporting requests.
- Maintain data sets and working off the information systems used to gather customer, claims and performance data on programs and projects.
- Ability to analyse large and complex data sets (pivot tables, unstructured data, csv files)
- Identify upcoming trends, actionable insights through customer and operational data.
- Identify, analyse, and interpret trends, patterns and stories told through the available customer data to support the development of narratives as inputs into insights development and aid strategy development
- Provide advice in defining and developing reporting strategies and contribute to reporting solutions for business strategy and program/project decision makers.
- Partner with the Customer Experience Insights leads to provide data analysis and visualization narratives that can help test hypothesis that are anchored in ways to improve outcomes
- Passionate about data and familiar with automation to eliminate manual workflows and drive efficiencies
- Exposure and experience in building data models, pivots, macros and linking disparate data sources
- Supports the development of user-friendly dashboards within enterprise stakeholders and drive utility and reference to customer data provided by through voice of customer program
- Maintaining regular liaison with and training of various personnel across the organisation driving self service capabilities of the Qualtrics platform
- Building relationships with the Customer Community of Practice scheme claims and data and analytics stakeholders

Role dimensions:

- Has autonomy in negotiating and determining matters related to their area of responsibility and is accountable for advice and guidance given.
- Determines how to achieve objectives including deciding methods and deploying resources.
- Addresses problems in the work environment, devises action plans and advocates new approaches.
- Ensures decisions are based on evidence and makes effective judgments under pressure.
- Makes decisions within the level of financial and administrative delegation assigned to the role and within corporate / government / legislative protocols.

Essential requirements:

- Relevant tertiary education, or equivalent knowledge and skills acquired through extensive practical experience.
- Strong data literacy with knowledge of Excel, SQL, Qlik
- High level proficiency in Word, Excel, and PowerPoint.
- Strong knowledge of research and analysis techniques.
- Pre-employment checks.

Typical experience:

- Technical experience in customer data management roles related to Data Warehousing, Analytics and/or Business Intelligence leveraging operational data from reporting systems
- Proven experience in developing/delivering complex data structures, including conceptual, logical, and physical data models
- Experience in Salesforce, Q or equivalent SQL Server and Qualtrics
- Previous experience supporting complex programs of work in the data modelling space
- Ability to solve complex data and technology problems and articulate complex information to peers and stakeholders
- Effective at managing change and multiple concurrent requirements
- Using data and collaborating with others to produce one perspective to drive customer centric thinking and decision making

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