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Customer Experience Strategist

2 months ago

Melbourne, Victoria, Australia AGL Full time
About the Role

We are seeking a highly skilled Voice of Customer Specialist to join our dynamic Customer Experience & Insights team at AGL. As a key member of our team, you will play a pivotal role in shaping how we understand our customers, identifying key opportunities to enhance their experience, and optimizing our business strategies.

Key Responsibilities
  • Develop and implement customer experience measurement tools to ensure data integrity and explore new methods of capturing feedback.
  • Collaborate with cross-functional teams to design and implement surveys that maximize valuable feedback and meet stakeholder requirements.
  • Analyze diverse data sources to uncover trends, pain points, and opportunities to enhance the customer journey.
  • Generate reports from customer experience platforms and internal data to guide strategic decisions.
  • Lead initiatives to improve customer feedback processes and escalate insights to drive actionable improvements.
What We're Looking For
  • Bachelor's degree in business administration, marketing, data science, statistics, or a related field.
  • 3+ years of experience in a customer insights or analyst role, with expertise in customer experience management systems (e.g., InMoment).
  • Strong data analysis skills, including experience with tools like SQL, Python, or R, and the ability to build actionable insights from large datasets.
  • Proficiency in generating dashboards using Power BI or Tableau to inform key decision-makers.
  • Excellent communication, facilitation, and stakeholder management skills, with a proven ability to manage multiple priorities and deadlines.
About AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. We offer a collaborative, safe, and supportive environment where you can grow and learn alongside Australia's best and brightest minds.

We are committed to maintaining a diverse workforce and encourage applicants to share their lived experiences. Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.