Customer Channel Specialist

1 week ago

Melbourne, Australia Australian Bureau of Meteorology Full time

APS Level 6, Ongoing
- $84,417 - $95,979 + 15.4% super
- Canberra or Melbourne

The Bureau's products and services are distributed over a range of channels from digital (e.g., website, mobile app, API (Application Programming Interface), RSS, FTP (File Transfer Protocol)), to traditional media and physical (e.g., contact centre, face-to-face).

The Bureau's approach to improve our distribution channels to deliver greater impact and value for our customers is set out in our Distribution Channel Plan. The Plan augments work already underway at the Bureau to uplift customer engagement skills, systems and processes and to enable greater access to the Bureau’s data, information, knowledge and insights.

Working with the Customer Channels Lead in the Bureau's Customer Engagement team, the Customer Channels Specialist will support the delivery of the Bureau's Distribution Channel Plan, to realise a sustainable future state channel map that will embrace digital technology and automation.

Leveraging your analytics expertise, and experience working with channels and digital platforms you will work closely with channel delivery owners, product managers and customer sector leads to help measure and manage distribution channel performance. Your balance of demonstrated business acumen and data expertise will be applied particularly in channel analysis and in alignment with the Bureau's Digital Roadmap and Communication Plan.

Any given day could find you discussing channel metrics with channel delivery owners and product managers, reviewing regulatory requirements relevant to Bureau distribution channels, and developing clear enterprise channel performance reporting to inform decision making.

You will bring proven relationship management skills to the role. Previous successful work in a customer experience discipline will be viewed favourably as understanding our customer experiences is integral to the Bureau realising its channels ambitions.

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