Cx Insights Analyst

Company Description

Connecting people and communities| Driving eCommerce | Moving Australia & New Zealand

With an unrivalled and expansive network, Global Express builds unique, innovative, and tailored transport and logistics solutions.

From a shipload of containers full of fresh produce, urgent medical deliveries on the next available flight, end-to-end retail to every corner by road or rail, or simply delivering gifts to friends and family, we connect people, communities, and businesses across Australia and New Zealand.

Backed by Allegro Funds, Australia’s most awarded and largest transformation and turnaround private equity firm, we’re looking to the future and working towards new and exciting ways to put our customers’ businesses at the heart of ours.

**Job Description**:
An exciting opportunity is available for a CX Insights Analyst to join Toll Global Express on a permanent basis.

As the CX Insights Analyst, you will support the Voice of Customer (VOC) Manager in raising stakeholders’ awareness of and generating actionable insights from our VOC program, bringing to life our customers feedback and experiences to drive and support prioritisation to improve our customers’ experience.

Further to this, you will work closely with business leads to consult and influence strongly across Global Express, while gaining an understanding of customer pain points to identify persistent and emerging themes, gaps, and actionable insights to support business decisions for CX improvement.

**Key Responsibilities**
- Positively and meaningfully contribute to the business goal to drive improvements in customer advocacy (NPS) and satisfaction (CSAT).
- Build relationships across Global Express Business Units engaging up, down and across the organisation order to bring to life the customer insights.
- Identify opportunities to improve customer experience which will earn customer loyalty and enviably deliver positive business outcomes such as customer growth and retention.
- Undertake robust analysis by using necessary research methods and tools to translate quantitative & qualitative feedback into insight & emerging / continuing trends.
- Investigate issues identified via the VOC program, determine root causes & recommend actions where appropriate.
- Review & test data quality. Identify & work with the VOC Data Analyst to resolve data quality issues.
- Coach junior VOC team members in the generation of actionable insights and presentation of same.
- Share VOC feedback in an insightful and actionable way with key stakeholders.

**Qualifications**:
**About you**

An open mindset to continuously develop and strive for a career at Global Express along with a can-do attitude will set you apart.

The role requires someone driven, passionate, organised, and tenacious and works well in a close-knit team.
- Minimum 5 years of demonstrable experience working within a CX transformation environment in a performance analyst role.
- A process thinker with pattern recognition - a high ability to use and interpret data and trends.
- A high level of comfort with both structured and unstructured data analysis.
- Ability to demonstrate sound judgement & commercial acumen.
- Is personable, works well with cross functional teams and is keen to make a difference
- Experience in understanding Customer Insights / VOC / NPS programs that deliver actionable customer insights via high quality reports, presentations, and workshops or showcases.
- Strong ability to deliver content in an easy-to-understand way, using data visualisation, storytelling, and presentation skills.
- Strong stakeholder relationship management skills with the ability to influence cross functionally for great customer and business outcomes.
- Strong communication skills, written & verbal - translating feedback into KPIs & actionable insights.
- Strong prioritisation and organisational skills.
- Experience in Qualtrics or with another CX platform.
- Advanced Microsoft Excel and PowerPoint skills.
- Experienced using various BI tools such as PowerBI
- Ability to meet tight deadlines and work in a busy environment.
- Ability to see the “Big Picture”, as well as the detail
- Experience in Transport Logistics would be beneficial
- Degree in data analytics / statistics, or a business-related field would be beneficial

Additional Information

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

It’s never been a more exciting time to join our team as we take the next step in our journey.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks i