Cx Analyst

**Overview**
- The purpose of the CX Analyst is to increase the speed of insights by managing ongoing research operations and supporting the research needs of the Experience team, as well as Transformation & Strategic Portfolio Management more broadly. The CX Analyst will develop and optimise systems for the collection and dissemination of customer experience research data, including provisioning, reporting, and visualising insights, and supporting the administration of CX platforms.
- **Key Accountabilities and main responsibilities**
- Operational Management
Develop and support research operations, including systems to facilitate research, organise and share customer and product research insights
- Manage operations for the client satisfaction program through measurement and visualisation of outcomes, including emerging themes
- Provide a broad range of research solutions (qualitative and quantitative) to support the needs of the Experience team, and Transformation & Strategic Portfolio Management more broadly
- Manage recruitment of research participants and troubleshoot any sourcing challenges
- Contribute to customer-centricity and decision-making through quantitative and qualitative data and insights
- Contribute to planning projects and initiatives, including estimating effort, scheduling work and communicating budget requirements
- Develop effective working relationships with third party providers and key stakeholders
- Participate in strategic research projects across the organisation as required
- Collate and share market research on emerging trends
- People Leadership
Be a thought leader for the Experience design practice
- Help to lead awareness and adoption of CX practices across the organisation by participating in the Customer Experience Community of Practice
- Governance & Risk
Ensure compliance with privacy legislation and internal policies

**Experience & Personal Attributes**
- Demonstrated research operations experience, both qualitative and quantitative, with knowledge of a variety of data collection methods (interviews, focus groups, surveys)
- Data visualisation skills and experience with visualisation tools (PowerBI highly regarded)
- Experience supporting programs and initiatives, ideally in B2B2C ecosystems (experience with NPS programs will be highly regarded)
- Passionate about contributing to excellent experiences
- Knowledge of relevant privacy legislation
- Technically proficient with Excel and Microsoft Office products
- Relevant tertiary qualification

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.