Customer Channel Analyst

14 hours ago

Adelaide Region SA, Australia News Corp Australia Full time

An exciting opportunity for an experienced Customer Channel Analyst to join our team in a brand new role. This is a key role in the development of consistent end to end Contact Centre customer journeys across self service and agent assisted channels to achieve top quartile customer experience and containment rates.

The person we are looking for has experience of developing customer journeys, assessing bot and self service performance, and employing tactical and strategic changes to improve the overall service results. Ideally the person would have experience with Genesys, Salesforce, and Google CCAI.

The role is ideally based in Adelaide, with some work from home flexibility available.

**What’s the role?**

This role is within the Projects and Continuous Improvement team in News Corp Australia’s Subscriber Contact Centre. This team is responsible for the delivery of projects and changes for a 120-seat Contact Centre, delivering new products and service enhancements to improve cost, revenue, customer experience and agent experience.

Responsibilities include:

- Analysing trends and provide insights in bot & predictive engagement customer journeys
- Driving optimal predictive engagement and bot performance achieving best practice, goals and KPIs
- Building conversational Natural Language Understanding (NLU) and sentiment models to drive improved customer experience in automated channels
- Creating personalised customer journeys in an omni-channel environment to meet customers' needs
- Maintaining customer facing service articles and content, championing best practice SEO
- Defining best practices to maintain bots in-life, develop and drive future AI and bot customer strategy
- Acting as an SME for channels and customer journeys to support projects, initiatives and changes

**Who are you?**
- Experience in creating a strategy for agent assisted and self service channels
- Experience in developing and enhancing bot and self service performance
- Experience in developing end to end customer process journeys
- Experience with an omni-channel Contact Centre environment.
- Ability to manage your own time and priorities to get the best outcome
- Someone who can deliver customer centric solutions while meeting business objectives
- Demonstrated analytical, planning and decision making skills
- Resilient, adaptable and can think on your feet
- Not afraid to challenge the status quo and follow through on process improvements
- Able to build collaborative relationships with internal customers

**What’s in it for you?**
- Opportunity to innovate, challenge the norm and pioneer the way forward
- Variety of work where no two days are the same
- Work with some of Australia's most recognised and prestigious brands
- Make a difference as part of Australia’s most influential media organisation
- Flexible working environment
- Modern CBD offices with on-site, subsidised canteen and gym

**Who are we?**
We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and entertainment from our digital and print products - more than any other media group in Australia.

**Where do I sign?

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