Digital Customer Experience Innovator

4 days ago

Sydney, New South Wales, Australia OTR Full time
About the Role:

As a Digital Strategy Analyst, you will support the evolution of our OTR App, ensuring it aligns with business objectives, meets customer needs, and delivers a sustainable, differentiated experience. Your expertise will support stakeholders in designing seamless app-based journeys and scalable solutions that enhance revenue and customer satisfaction.

Your Key Responsibilities:
  • Collaborate with Digital and business stakeholders to develop and maintain a digital roadmap that aligns with strategic goals and effectively integrates with operational processes.
  • Conduct in-depth research and analysis to uncover insights into customer behaviors, industry trends, and competitive opportunities
  • Produce high-level user requirements and concepts for input prior to handing off for detailed design
  • Support innovation by identifying and prioritizing app features based on uplift that enhance customer satisfaction and create long-term value.
  • Develop comprehensive communications and training materials to support operational teams in adopting and utilizing new app features effectively.
  • Act as a trusted advisor and Subject Matter Expert (SME) for App payment systems, and other key digital capabilities.
What We're Looking For:

We are seeking a highly motivated and experienced Digital Strategy Analyst to join our team. To be successful in this role, you will need to have:

  • Proven experience in B2C business analysis or digital strategy analysis, particularly in app development or digital product management.
  • Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights and to analyze current App performance for opportunities
  • Excellent communication and collaboration skills to work effectively with cross-functional teams. Demonstrated experience in creating training and communication materials for operational teams.
  • A passion for customer-centric innovation and creating digital solutions that make a difference.
Why Join Us:

We offer a dynamic and innovative work environment that values your contributions. You will have the opportunity to work on exciting, impactful projects that make a real difference and enjoy a supportive team culture. In addition, we offer a competitive salary of $90,000 - $110,000 per annum, depending on experience, and a range of benefits including flexible working arrangements and professional development opportunities.

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