Customer Experience Analyst

Posted 18 June 2024
Job type Permanent
DisciplineMarketing & Sales

Job description

This role is working for a well known healthcare provider who are going through a substantial period of change and transformation. This role develops and implements comprehensive strategies for collecting feedback across various channels, ensuring diverse customer perspectives that are captured and then analysed to identify trends, insights, and areas for improvement, providing actionable recommendations to the Customer Experience team.

A key part of their role is to communicate these findings to relevant stakeholders and collaborate with other departments to integrate feedback into customer experience initiatives.

Three major areas of responsibility are: 

1) Feedback Collection and Management - Develop and implement strategies for collecting customer feedback across various channels, including surveys, social media, and direct communication.

2) Data Analysis, Insights & Reporting - Analyse customer feedback data to identify trends, patterns, and key insights and utilise qualitative and quantitative methods to draw actionable conclusions from feedback data

3) Communication & Collaboration -  Provide insights and recommendations with relevant teams and stakeholders to inform decision making and strategy and collaborate with the CX team and other departments to ensure that feedback insights are effectively incorporated into customer experience initiatives.

Knowledge and Skills required:

- In-depth understanding of customer feedback collection methods and analysis techniques.
- Strong analytical skills with the ability to interpret large sets of data and extract meaningful insights.
- Proficiency in customer relationship management (CRM) software and feedback analysis tools.
- Ability to develop and implement effective feedback strategies and processes.
- Knowledge of customer experience best practices and trends.
- Proven track record in designing, implementing, and refining customer experience programs.
- Hands-on experience in analysing customer data and turning insights into actionable strategies. 
- Demonstrated experience working cross-functionally with diverse teams to drive customer-focused outcomes.
- Prior experience with online and digital platforms to enhance the customer journey.

This role is permanent and paying approx $110-115k + Super plus an extensive list of benefits that include salary sacrifice options that increase your take home pay and overall package. 

Please contact Kevin Howell at Future-You Recruitment for further details on either email: or mobile 0439210056. Alternatively please apply online.