Operations Analyst

**Company Description**:
**Do amazing work**

A career with Viva Energy is more than just a job. It’s a chance to join a group of people dedicated to supporting Australia’s evolving energy and convenience needs. We’re a leading retail, industrial and energy business, and we’ve been helping Australians reach their destination for more than 120 years.

Our plans for the future support Australia’s energy transition to sustainable, lower carbon energy solutions. And our recent acquisitions of Coles Express and OTR, we provide Australians with outstanding convenience.

At the heart of our plans is people power. People who want to grow and evolve with us. People with new perspectives, energy and passion to drive Viva Energy and their careers forward.

**About Viva Energy**

Join a team that values diversity. Viva Energy is a great place to be yourself. We believe in our people, trust in their positive intentions, and empower everyone to amplify their voice across the business. We value inclusion because that’s how we get the best outcomes.

Awarded the WGEA Employer of Choice for Gender Equality for the past five years highlights that we are driven by our people and continuing our focus on making Viva Energy reflect the ever-changing face of Australia.

Are you passionate about turning data into actionable insights that enhance customer satisfaction and drive business performance? Join our dynamic team as an **Operations Analyst (Consumer)** and play a pivotal role in shaping the customer experience and supporting our sales teams with strategic, data-backed solutions.

**Key Responsibilities**:
**Customer Satisfaction**
- Partner with Sales to align operational strategies with customer satisfaction goals.
- Analyse customer feedback and site visit insights to identify pain points and improvement opportunities.
- Monitor and report on Customer Satisfaction Index (CSI) performance, driving initiatives to exceed stretch targets.
- Collaborate with System Administrators to enhance Salesforce SPANCOP processes.

**Line of Business (LOB) Advocacy**
- Develop deep knowledge of customer segments and behaviours to become a trusted advisor.
- Support sales productivity by streamlining administrative tasks and automating processes.
- Lead initiatives that resolve recurring issues and improve customer and sales team experiences.

**Project Management**
- Drive customer-impacting strategies using Agile methodology.
- Lead stand-ups, retrospectives, and backlog grooming sessions to ensure project momentum.
- Maintain accurate documentation and communicate changes swiftly to mitigate risks.

**Reporting & Collaboration**
- Deliver regular dashboard updates and flag potential roadblocks early.
- Share success stories and improvements across the business via approved channels.
- Actively participate in team meetings and Agile ceremonies.
- Support the Sales Onboarding & Training Program and promote the Customer Solutions Team brand.

**Qualifications**:

- Proven experience in operations analysis, business analysis, or a similar role.
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
- Excellent communication and stakeholder engagement skills.
- Experience with Salesforce and Agile project methodologies is highly desirable.
- A proactive mindset with a passion for continuous improvement and customer advocacy.
- MS Office Suite, JDE, Power BI Intermediate
Other Systems/Tools:

- Confluence / Jira / Test Rail
- Customer Obsessed

**Additional Information**:
We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people and encourage and support diversity in our traditional and non-traditional roles.