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Customer Experience Analyst

3 weeks ago

Mile End, Australia ACH Group Full time

**About ACH Group**: For over 70 years, ACH Group, a leading not-for-profit in aged care, has enriched the lives of older South Australians. With over 1,900 dedicated individuals working together, we’re able to create good lives for our customers. With purpose led roles across residential care, retirement living, home and community care, health and wellness, social experiences and corporate teams, our workforce deliver impact for our residents and customers.
Make an impact on the lives of customers as the next Customer Experience Analyst at ACH Group
**The role**: The Customer Experience Analyst has a pivotal role in ACH Group’s engagement with customers about their experiences with care and services. You will provide valuable insight into the Voice of the Customer (VoC) by supporting customer participation and engagement in focus groups and surveys; providing analysis and advice on current customer feedback trends; and undertaking quality assurance activities that ensure the timely and efficient resolution of customer feedback. The insights you provide will support continuous improvement in the quality of care and services for customers.
**What you’ll do**:

- Deliver timely and insightful analysis and advice on customer feedback trends.
- Engage with customers and representatives and listen to their experiences accessing care and services.
- Monitor and assess the quality of customer interactions to ensure ACH Group is elevating the customer voice in the delivery of services.
- Support ACH Group to provide timely responses to customer feedback, including the escalation of feedback to ensure the right outcomes are achieved for customers.
- Collaborate with stakeholders to initiate continuous improvement opportunities for care and services.

About You
**To be successful in this role you will need**:

- Excellent verbal and written communication skills - confident talking with customers and representatives about their experience in person, in writing, and over the phone.
- Strong analytical skills with the ability to translate data into meaningful insights.
- Advanced knowledge of Microsoft Excel, with the ability to use formulae, functions and other features to interrogate and analyse large volumes of data and produce insights and reporting.
- Experience in the preparation and drafting of reports, presentations and papers.
- Demonstrated experience translating feedback into outcomes, including using feedback to shape improvements in processes and/or services.
- Highly developed organisational skills and the ability to meet deadlines.
- A Police Check for working in Aged Care less than 12 months old.
- A current driver’s licence.

**If you want to join our amazing team, we can offer you**:

- Career development with inhouse upskilling and external learning opportunities.
- Friendly and inclusive culture, supporting diversity and employee wellbeing.
- Free on-site flu vaccination program.
- Financial advice for HESTA members, our preferred superannuation supplier.
- Wellbeing program including free employee assistance program.
- Recognition program acknowledging significant contributions.
- Salary packaging to maximise your take home pay.
- Discounted Corporate Membership - Health Insurance - BUPA

ACH Group is a not-for-profit organisation in the Health Care Sector. This means that you can salary package up to $15,900 per annum for living expenses and $2,650 for meals/entertainment to reduce your tax. We also offer a range of perks through our Employee Benefits Program (eg. discounted private health).
**How to Apply**: Press ‘Apply’ now.
**Applications close**: Tuesday, 4 March 2025.
ACH Group celebrates and encourages workforce diversity and does not discriminate on the basis of gender, age, race, sexual orientation, gender identity, religious beliefs, disability or any other basis.