Customer Insights Analyst

Why Youll Love Working With Us

Some of the key benefits for the position and employment at Programmed include:

• Attractive pay: Competitive pay range with annual performance and remuneration review program.
• Prime location: Based in our Burswood office with Work From Home flexibility
• Exclusive employee perks: Access discounts and benefits with over 600 retailers including Coles Woolworths BWS Dan Murphys The Good Guys JB Hi-Fi BCF SuperCheap Auto and many more!
• Investment in you: Were passionate about personal and professional growth offering access to certificates webinars mentorship and practical training to help you thrive in your career.
• Your well-being our priority: Strong safety culture generous paid parental leave and access to our Employee Assistance Program including tailored well-being initiatives designed to support your personal and family needs.

About the Opportunity

Programmed are seeking a Customer Insights Analyst to join the team supporting our Facility Management contracts in WA. You will be a key contributor to our customer experience strategy leveraging data and technology to turn feedback into actionable insights. Your role will focus on analysing customer sentiment supporting key CX platforms and enabling stakeholders to make evidence-based decisions that improve service delivery. You will play a key role in delivering our Customer Journey Mapping program helping identify pain points and opportunities to enhance end-to-end customer experiences. You will also play a critical role in the rollout and adoption of the new Customer Hub ensuring seamless and engaging experience for both internal and external users.

Key Responsibilities

• Collect and analyse customer feedback to uncover insights that drive service improvements and better decision-making
• Create and maintain dashboards and reports to monitor customer satisfaction and service performance using tools like Power BI and Excel
• Coordinate activities such as surveys and sentiment tracking to ensure timely and valuable customer feedback
• Provide support for feedback platforms (e.g. SurveyStance MS Forms D365 Customer Voice) and help teams use them effectively
• Support Customer Journey Mapping activities to identify pain points and opportunities across key touchpoints
• Help implement and support the Customer Hub platform including training troubleshooting and gathering feedback
• Support the creation of customer communications and engagement strategies that reflect customer feedback and promote openness

About You

To succeed in this role you will bring strong analytical experience along with a passion for customer experience service excellence and continuous improvement. Additionally you will demonstrate and possess the following:

• Tertiary qualifications in a relevant discipline (preferred)
• Demonstrated experience using Microsoft Power Platform (Power BI Power Automate) Excel or other analytics/reporting tools
• A passion for customer experience service excellence and continuous improvement
• Strong analytical mindset with the ability to interpret data and present insights clearly and compellingly
• Excellent communication and teamwork abilities.
• Ability to manage multiple tasks and pay attention to detail.
• Highly organised with the ability to manage competing priorities and deliver to deadlines
• Cultural alignment with our core values: Safety Leadership Care & Empathy Customer Service and Diversity Inclusion & Equality.

About Us

Programmed is a leading provider of operations and maintenance services across all industry sectors including education health infrastructure manufacturing transport and mining in Australia and New Zealand.

Our Facility Management business unit partners with our valued clients to deliver a comprehensive range of facilities management from small repair work to managing large-scale facilities and infrastructure networks.

Weencourage career development support flexibility and care about your personal wellbeing and safety. Join the Programmed team today.

Work With Us

Submit your application today and join us on our mission to build outstanding people strong customers and great communities.

Our Commitment

Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOLKELLY strives for diversity inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures gender age sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOLKELLY we encourage you to visit our website.