Data-Driven Decision Maker

8 hours ago

Melbourne, Victoria, Australia beBeeCustomer Full time $170,000 - $195,000

Job Overview:

The Business Intelligence Lead plays a pivotal role in driving performance optimisation and enhanced customer experiences by delivering actionable insights and strategic analysis. Working closely with the Customer Service (CS) Performance team and key stakeholders, this role translates complex data into meaningful insights, fostering informed decision-making across the organisation.

About The Role:

This involves developing and maintaining interactive dashboards, leading performance discussions, and identifying opportunities for improvement. The Business Intelligence Lead also contributes to shaping business strategy by challenging benchmarks and aligning insights with organisational objectives.

Key Responsibilities:

  • Data Analysis and Visualisation:
    • Analyse customer behaviour, market trends, and economic factors to proactively identify performance opportunities and risks.
    • Translate data into commercial opportunities by delivering compelling insights and business cases that drive CS excellence.
    • Provide insight into productivity and performance drivers across CS, supporting performance optimisation across the business.
    • Assess and quantify the execution and ongoing impact of solution implementations at all levels.
    • Proactively identify and conduct deep dive investigations of business issues or topics, producing insights that support decisions by the CS Leadership Team.
    • Represent the team in meetings and forums, ensuring CS needs are considered, and informing the Insights team of relevant activities impacting the CS business.
    • Offer analytical support for multiple, complex cross-functional projects and initiatives, managing timelines, work plans, and stakeholder engagement.
    • Respond to business inquiries related to data capabilities, reporting, dashboards, alerts, and projects.

Customer Focus:

  • Collaborate with key business areas to co-develop consistent practices, tools, and insights.
  • Utilise analysis to identify barriers to delivering exceptional customer service.
  • Provide actionable insights that support customer experience optimisation.

People and Relationships:

  • Build and maintain collaborative relationships aligned with our values.
  • Work effectively with a broad range of stakeholders across business and technical teams.
  • Represent the team in meetings and projects, leading discussions both in-person and remotely.
  • Coach and mentor others to uplift capability across the team.

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