Digital Customer Experience Analyst

1 week ago

Australia beBeeCustomer Full time $80,000 - $123,000
About Us

We are a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands.

Job Description
  • SUPPORT THE DEVELOPMENT OF ACTIONABLE INSIGHTS THROUGH DATA ANALYSIS AND REPORTING, FOCUSING ON ENHANCING CUSTOMER SATISFACTION, DRIVING DIGITAL SALES GROWTH, MARKETING CAMPAIGN ENGAGEMENT, AND OPTIMISING THE CUSTOMER JOURNEY.
Key Responsibilities:
  1. COLLECT, ANALYSE, AND INTERPRET CUSTOMER DATA FROM MULTIPLE SOURCES TO IDENTIFY TRENDS, PAIN POINTS, AND OPPORTUNITIES FOR IMPROVEMENT.
  2. DEVELOP CUSTOMER ENGAGEMENT DASHBOARDS AND REPORTS TO MONITOR KEY CX METRICS, INCLUDING CUSTOMER SATISFACTION SCORES, MYSTERY SHOPPING RESULTS, AND GOOGLE REVIEWS.
  3. CONDUCT COMPETITOR AND INDUSTRY BENCHMARKING TO ENSURE THE COMPANY REMAINS UP TO DATE WITH CX INNOVATION.
  4. IDENTIFY AND PROPOSE PROCESS IMPROVEMENTS BASED ON DATA AND CX INSIGHTS.
Performance Reporting
  • CREATE DETAILED AND SUMMARY-LEVEL REPORTS TO COMMUNICATE FINDINGS TO STAKEHOLDERS, ENSURING CLARITY AND ACTIONABLE OUTCOMES.
  • PROVIDE REGULAR UPDATES ON THE EFFECTIVENESS OF MARKETING AND DIGITAL CAMPAIGNS, TOOLS, AND CUSTOMER TOUCHPOINTS.
  • CONSOLIDATE DATA FROM MULTIPLE SOURCES (e.g. CSV FILES, DATABASES) INTO COMPREHENSIVE EXCEL REPORTING.
  • DEVELOP DYNAMIC PIVOT TABLES AND INTERACTIVE DASHBOARDS FROM DIVERSE DATASETS TO ENHANCE REPORTING EFFICIENCY AND FACILITATE DATA-DRIVEN DECISION MAKING.
Benefits
  • ASSIST IN DATA ANALYSIS AND VISUALIZATION FOR AD-HOC REPORTING NEEDS.
  • WORK CLOSELY WITH CROSS-FUNCTIONAL TEAMS TO DEVELOP STRATEGIES TO ADDRESS IDENTIFIED GAPS IN THE CUSTOMER LIFECYCLE.
  • UTILISE TOOLS SUCH AS GOOGLE ANALYTICS, TABLEAU, POWER BI, AND CRM PLATFORMS TO EXTRACT AND ANALYSE DATA.

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