Senior Customer Experience Analyst

7 days ago

Adelaide, South Australia The University of Adelaide Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Analyst to join our team at The University of Adelaide. As a key member of our Division of Academic and Student Engagement, you will play a critical role in driving student success and engagement through data-driven insights and strategic collaboration.

Key Responsibilities
  • Develop and implement data-driven strategies to enhance student engagement and retention, leveraging advanced CRM skills and data analysis tools.
  • Collaborate with diverse teams across the university to map out customer journeys, identify pain points, and optimize processes and practices that support student success.
  • Analyse customer data sets, draw insights, and provide actionable recommendations to inform strategic decision-making.
  • Design and implement customer journey maps, driving improvements in communication, processes, and support.
  • Work closely with stakeholders to co-design and implement customer experience initiatives, ensuring seamless integration with existing systems and processes.
  • Develop and maintain high-quality documents, reports, and presentations to communicate insights and recommendations to stakeholders.
Requirements
  • Demonstrated experience in customer journey mapping, including engaging stakeholders to map key moments and identify critical actions and barriers.
  • Proven ability to work collaboratively with stakeholders to co-design and implement customer experience initiatives, driving improvements in communication, processes, and support.
  • Strong analytical skills with the ability to analyse customer data sets, draw insights, and provide actionable recommendations.
  • Advanced skills in CRM systems and data analysis tools, including the use of advanced functionalities for segmentation and campaign management.
  • Excellent communication (both written and oral) and facilitation skills, with the ability to produce high-quality documents.
  • Proven ability to engage and influence a diverse range of stakeholders (internal, external, academic, and professional).
About Us

The University of Adelaide is a world-renowned institution committed to delivering high-quality education and research. Our Division of Academic and Student Engagement drives the university's strategic activities in relation to learning and teaching, ensuring all Adelaide students have a quality experience. We value diversity, inclusion, and collaboration, and we are committed to creating a work environment that supports the growth and development of our staff.

We offer a range of benefits, including salary packaging, flexible work arrangements, high-quality professional development programs, and access to on-campus health and fitness facilities. If you are a motivated and experienced professional looking to make a meaningful contribution to student success, we encourage you to apply for this exciting opportunity.

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