Customer Experience - Analyst
Customer Experience - Analyst
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Job Description
About the role
Are you passionate about creating an amazing customer experience Do you love diving into data and uncovering insights that drive positive change and data driven decision making If so we want you to join our dynamic Customer Experience team as a Customer Experience Analyst! In this role youll be the data wizard behind our customer experience magic helping us understand and improve every interaction our customers have with us.
Key Responsibilities:
- System Administration and Development: Make sure our contact centre solution software is running smoothly. Work with our Customer Experience Leadership team and ICT team to develop and implement new solutions that make our customer service even better
- Analytics and Reporting: Produce regular and ad-hoc reports monitor our Customer Experience KPIs and provide insights that help us make data-driven decisions.
- Customer Service: Be the friendly face (or voice) for our internal customers. Provide top-notch information and service to our colleagues.
- Innovation and Efficiency: Find efficiencies through the implementation of new technology and AI. Investigate and support the development and implementation of customer service technologies and capabilities such as Artificial Intelligence.
Qualifications and Skills:
Essential
- Tertiary qualifications in one or more of the following areas: Information Technology Data Analytics or a related field.
- Demonstrated experience with Customer Experience Contact Centre or similar software solutions including system administration data extraction reporting and feature development
- Experience with data analysis and reporting tools such as Excel Power BI Tableau
- Outstanding verbal and written communication skills including the ability to present insights in a clear and actionable way
- Experience within cross-functional project teams with the ability to work with internal stakeholders and external vendors and partners
- Well-developed negotiation and decision-making skills
- Strong analytical problem-solving and critical thinking skills.
Desirable
- Experience with process automation such as with Microsoft Power Automate
- Experience in local government or a large diverse organization
- A current Class C Driver Licence
Commencing Salary: $96174.00 per annum Plus 11.5% Superannuation
Please select the link/s below to view the position description and to submit your application online.
In addition to a cover letter and resume applicants are required to submit comprehensive responses to theselection criteria (listed above) as a part of their initialapplication. Applicants who do not meet the essential criteria will not be considered.
Completed applications must be received by 11.55pm on the closing date.Please allow 4 weeks from the closing date for the processing of your application.
For further information about the position please contact David Parry
Applicants must have the right to live and wor
About us
At Penrith City Council were passionate about people; in our community and in our workplace. We want you to be able to be your best self and we get that work is just one part of your life so were here to support you in the moments that matter. As the winner of the 2020 Local Government Excellence in People and Culture Award and an Excellence Award winner in the 2020 Australian HR Awards you can be confident in joining a workplace that offers truly outstanding benefits including:
- A range of flexible work arrangements
- 18 weeks paid maternity leave
- Health and wellbeing leave
- 15 days personal leave
- Significant financial and leave support for undertaking further education
- Diverse salary packaging
- And much much more!
Customer Experience is the face of Penrith City Council. We are the first point of contact for all customers and residents. We manage queries through our front desk service and customer contact centre. Our team prides itself on being vibrant friendly helpful and professional. We offer an efficient and consistently high standard of service to our valued customers while also seeking creative solutions to ensure customer satisfaction and engagement.
Required Experience:
IC
Employment Type
Full-Time
