Customer Experience Analyst

2 days ago

Melbourne, Victoria, Australia Latitude Financial Services Full time

As the Customer Experience Analyst, you'll play a key part in enhancing the financial services experience for our growing customer base. With a focus on analysis and reporting, you'll use your exceptional data skills to uncover valuable insights that drive continuous improvements to our products and services.

Let's look at some key responsibilities:
- Support the Portfolio Manager and the Channel Manager to improve the overall customer experience with Latitude credit cards end-to-end- Be responsible for the customer journey mapping optimisation via different card types- Proactively monitor all channels customer experience, business impact and internal BU's requests on new features, bugs fixes and other requirements approved by the executives- Partner with external vendors on various projects and researches when needed- Work closely with the Channel Manager, the design team and vendors on UI/UX design, App and LSC designs- Present CX project progress and performance results to key interal stakeholders during regular meetings- Utilise Jira, Miro, Confluence and other tools to bring up CX new initiatives and demostrate customer journey optimisation roadmap- Perform any other duties as may be reasonably required from time to time

Ideally, we're looking for the following:
Let's look at you:
- With a solid background and understanding of the credit card or lending industry- Extensive experience in customer experience optimisation and customer journey mapping- Proof of records on conversion based optimisations on webpages, online forms, mobile apps, conversion funnels etc..in the financail industry- Can deliver complicated projects together with Tech and Business teams- A great collaboration attitude and on track devliery experiences on projects- Has exceptional analytical & problem-solving skills- A good understanding of Salesforce Marketing Cloud user segmentation and journeys- An advanced user of Google Analytics, LookerStudio and Miro- Strong presentation skills on the CX initiative, brief, Q&A and milestone reviews- Great communication and presentation skills

Sounds like you? That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.- Yearly salary reviews.
- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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