Cxm Data Analyst

**Sydney CBD**
- Min 5 yrs of experience in data analytics, with a focus on customer experience.
- Proficient programming experience (SQL, R, Python, or related)
- Permanent Opportunity, Hybrid working, salary of $ 125,693 base plus

**About the Role**

To design, manage and maintain the systems and data of the CXM platform to ensure an efficient, quality operation that maximises data integrity, identifies trends and that facilitates the delivery of timely, quality insights to key stakeholders. Responsible for the implementation, management and flow of data for the CXM platform including source data, operational data, contact information, and survey response data. Design and management of all data tasks related to customer survey deployment including data cleansing, exclusion criteria, reformatting, and transformation of data to ensure accuracy and maximise response data integrity.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- Comprehensive learning and development support aligned to icare's Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It's an exciting time at icare where no two days are the same; as a CXM Data Analyst you will:

- Continually improve CXM data processes to increase efficiency and accuracy.
- Identify key trends across data sets that enable further insights in to emerging changes.
- Adapt to evolving business and CXM requirements by leveraging appropriate tools, technology, and automation.
- Develop and maintain strong data governance protocols and measures to protect customer contact frequency and ensure that privacy principles are strictly adhered to.
- Build and monitor internal operational reporting metrics to facilitate early problem detection and to drive platform efficiency.
- Develop data specifications and requirements in conjunction with the insights team to meet the needs of stakeholders and agreed timeframes.
- Identify and leverage opportunities in conjunction with Data & Analytics and BT teams to increase system integration, automate data flows and connect new data points
- Technical SME leading conversations with business stakeholders and liaising with data professionals to troubleshoot issues, overcome blockers and increase the depth of insights.
- Identify key trends across data sets to enable further insights into emerging changes.
- Analyse data to identify drivers of customer experience, behaviour and preferences.
- Use story telling through data and visualizations to communicate insights to stakeholders.
- Collaborate across the business to develop data-driven recommendations for business improvement.

**Skills & Experience**
- Minimum 5 years' of demonstrated experience in data analytics, with a focus on customer experience or measurement analytics.
- Extensive experience in compiling and analysing feedback and operational data to understand cause and effect in Analyst, Data and Insights roles within a Customer Experience/Insights Team.
- Proficient programming experience (SQL, R, Python, or related).
- Strong communication skills and experience in engaging with a variety of audiences.
- Experience in work which requires engaging different audiences combined with a proven track record of customer centric thinking and in interpreting feedback to gain strategic corporate insights, preferably within the insurance/financial services and/or healthcare industries.
- Hands-on experience with voice of customer programs and / or contact center systems

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people's development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
- For more information about icare visit our website
- icare operates a direct sourcing model so no agency introductions will be accepted
- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.