Customer Insights Analyst

2 weeks ago

Sydney, New South Wales, Australia Healius Limited Full time

We are one of the Australia's leading healthcare companies
- Fulltime Permanent Position based in Sydney CBD- hybrid work arrangements
- Extensive relevant experience in a management consulting or analyst role

**Customer Experience Insights Analyst**
- Fulltime Permanent Position based in Sydney CBD- hybrid work arrangements
- Extensive relevant experience in a management consulting or analyst role
- Inquisitive and has a passion for customer experience

**The Role**

Reporting into the Head of CX Strategy, the Business Analyst (CX)/ Customer Experience Insights Analyst will be responsible for collating, reporting, and developing insights on how we can improve the experience across all our customer groups. You'll be playing an important role helping execute our CX strategy.

**Key Responsibilities**
- Act as the go-to person for our external feedback system vendor to ensure feedback system is set up and configured to meet customer and user needs (including dashboard creation, content creation etc)
- Facilitate and present customer insight findings with front line teams to drive adoption and service improvements
- Collate, monitor, and analyse customer insights through reporting tools across our customer segments to inform strategic customer initiatives
- Work with internal and external stakeholders to refine and continuously improve the way we seek, report and present feedback received across our customer groups
- Work with the CX team to create customer artefacts (e.g., customer journeys, service blueprints, personas etc)
- Conduct and share market research on emerging trends in Pathology locally and abroad
- Work with stakeholders across business functions and local teams to develop deep understanding of business and customer needs

**Role Competencies**
- 5 years relevant experience in a management consulting or analyst role
- Inquisitive and has a passion for customer experience
- A self-starter with a positive attitude who demonstrates grace under pressure and able to juggle multiple initiatives and deadlines concurrently
- Demonstrated comfort with ambiguity and working in an emerging area of the business
- Strong analytical and creative problem-solving skills
- A true team player who thrives in a collaborative environment
- An understanding on the Pathology market is a bonus

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