Data-Driven Customer Experience Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomerCentric Full time $126,870 - $135,450

About Us

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We are seeking a highly skilled Channel Insights Analyst to join our team.

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This role will see you leveraging your curiosity and interest in channel processes and customer insights to uncover key trends and patterns.

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You'll use unstructured and structured data analysis techniques to tell a story through data, providing 'finger-on-the-pulse' status updates and insights about our customers' feedback.

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Your recommendations will be instrumental in identifying opportunities to remove friction from the customer's journey, ultimately improving the overall experience.

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Key Accountabilities:

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  • Develop insights articulating business impact for critical monthly and quarterly regulatory and operational reporting">
  • Provide analytics and insights expertise; attend operational Customer Advocacy meetings to provide input and briefing updates on current volumes, trends and forecasts">
  • Conduct bespoke deep-dives and root cause analysis to identify customer friction points or improvement opportunities to enhance our customers' experience">
  • Delivery of monthly spend summary reporting">
  • Summarize and present complex data outputs using data storytelling techniques and incorporating meaningful data visualizations and actionable insights">
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What You Need:

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  • A business-relevant qualification (e.g. Data, Finance, Engineering, Science, Management etc)">
  • Minimum of 5 years' experience working in Health Insurance industry or customer service environment or equivalent">
  • Advanced knowledge and experience manoeuvring data in Excel and data storytelling through PowerPoint or other visual tools including Power BI">
  • A customer-centric mindset with a passion for championing the Customer's story and their viewpoint">
  • Self-motivated, ability to work autonomously and high-level attention to detail">
  • Exemplary stakeholder engagement skills and ability to proactively build networks and collaborate with stakeholders across the organisational structure">
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Why Work with Us?

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We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

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