Data Insights

This role would suit someone who is quite technical but enjoys working in a Customer Operations environment
- Exciting time to join a top 100 ASX listed business with big goals

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

As our **Data** **Insights & Analytics Team Lead** you will play a key role within the Customer Care Strategy & Optimisation team. You will be responsible for developing and optimising Customer Operations data and insights to inform business decision-making, drive operational performance, enhance customer experience and support strategic and tactical objectives across Customer Care and the Customer Operations division. You will deliver actionable insights which will drive improvements to customer experience and a broad variety of operational metrics. Leading a team of analysts, you will embed a continuous improvement culture by striving for best practice insight analytics and reporting.

**Responsibilities**
- Understand issues, trends and opportunities and provide expertise to arrive at data-driven insights.
- Ensure effective design, prioritisation and execution of recurring, on-demand, proactive programs of work.
- Develop and oversee all Customer Operations operational, management and executive Confidential reporting on a daily, weekly, monthly and quarterly basis
- Centralise, align and automate KPI reporting and budgets across TPG Telecom brands
- Maintain the source of truth for all KPI definitions and calculation methodologies
- Present and communicate critical data, visualisations, insights and opportunities to stakeholders, including technical and non-technical colleagues, senior leaders and executives, in creative and relevant ways for the problem statement at hand
- Create astute, clear, concise, and easy to consume reports for various stakeholders to ensure insights are understood and actioned
- Lead the development, integration and optimisation of critical data sets and insights, including and understanding the data and table structures for Customer Operations and management and governance of datasets and data sources
- Design and execute on strategic analytics roadmaps in alignment with business objectives
- Work collaboratively with stakeholders including Customer Operations and Customer Care leadership, Care Operations, Workforce Planning, Quality, Compliance, outsourced partners and vendors
- Support the Customer Operations Leadership team with information and assistance as required, including special, technical and reporting projects

**Knowledge and experience**
- Some experience in people leadership experience within a service organisation would be beneficial
- Understanding of business reporting and data warehousing, with Teradata experience preferred
- Experience designing and executing on strategic analytics roadmaps to enhance team deliverables and engagement
- Intermediate skills in SQL and Python is highly advantageous
- Experience in data lake technology and reporting/extraction techniques and tools an advantage
- Experience in contact centre systems, such as telephony and CRM platforms, is an advantage
- A natural attention to detail with exceptional analytical and problem-solving skills
- Highly efficient with a demonstrated ability to scope, prioritise, schedule and meet challenging deadlines
- Ability to engage, lead and communicate with stakeholders of varying skill levels and experiences

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Bolder and better together**

**#LI-Hybrid #LI-JG1 #IND2**

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