Voc Reporting 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 VOC Reporting Analyst to join Toll Global Express on a permanent basis. This opportunity will see you grow and be mentored to the next step of your career.

As the VOC Reporting Analyst, you will be responsible for managing periodic Voice of Customer (VOC) program reporting and working with the CX Insights Analyst to provide insights in relation to trends. Further to this, you will be required to engage and work collaboratively across Global Express to drive and support the prioritisation of CX initiatives.

**Key Responsibilities**
- Designing and creating purpose built and scalable standardised reporting solutions to showcase customer experience through our VOC program. The tools used will include but not be limited to Qualtrics, Excel, PowerBI.
- Generate and distribute weekly, monthly, and quarterly reporting in line with reporting timetables.
- Identify opportunities to design and develop automation of reporting where possible.
- Extract, interrogate, and cleanse data from primary and secondary sources using automated tools.
- Preparing reports for the management stating trends, patterns, and predictions using relevant data.
- Developing a thorough understanding of customer data (current and future states) including systems' access, quality & constraints, for the VoC programs
- Assisting in the management of the CX platform.

**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.
- Advanced Microsoft Excel and PowerPoint skills
- Experience using and developing reports in various BI tools, such as PowerBI
- Demonstrated experience in analysing, interpreting, and presenting data
- Strong communication and relationship management skills
- Strong prioritisation and organisational skills
- Ability to deliver content in an easy-to-understand way
- Experience in Qualtrics or with another CX platform would be a plus
- Experience in Transport Logistics would be beneficial
- Degree in data analytics / statistics, or a business-related field would also be beneficial
- An understanding of VOC programs and NPS would be bonus
- Attention to detail and a strong orientation for numbers
- Positive, "can do" attitude
- Keen to make a difference

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 including a criminal history check and medical assessment.