Customer Experience Analyst

7 days ago

Brisbane, Australia Australian Retirement Trust Full time

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Customer Experience Analyst (known internally as a Member Experience Analyst), you'll help us understand current journey performance. You'll partner with various teams to derive insights from both qualitative and quantitative perspectives. Your role will involve working with and influencing stakeholders to create and maintain a strong foundation for member experience. This contributes to strategic outcomes like growth, operational efficiency, risk management, and enablement.

Day to day, you'll:

- Build and maintain member journey artifacts like journey maps, tools, visualisations, touchpoint analysis, and performance reports.
- Continuously define, analyse, and shape experience improvements for our members that drive performance and outcomes.
- Understand member needs through structured analysis and synthesis of broader research, insights, and data aligned to their journeys.

This is a **permanent** opportunity that can be based in **Brisbane**, **Sydney**, or **Melbourne**.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- You have journey management knowledge and experience, including methods to understand the current state, identify problems/opportunities, and align them with outcomes and key objectives.
- You can frame and undertake structured problem-solving using various analytical techniques to interpret data and formulate insights.
- You possess excellent communication skills to share insights and recommendations effectively.
- You excel at building relationships, gaining consensus, and improving experience outcomes, including handling conflicting priorities by facilitating discussion and resolution.
- You have experience in financial services or other highly regulated industries, and/or experience in management consulting or other professional services.

**About us**

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.

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