Airlines - Corporate Operations

Description:

Sydney - Mascot Corporate Campus
•Excellent Remuneration
•Develop the Customer Experience through Delivering Insights

As a Qantas employee, you’re already helping us to embody the Spirit of Australia each and every day. And with this role, there’s a real opportunity for you to showcase that Spirit in new and exciting ways – while taking your career to exciting places as well.


As a Customer Insights Analyst you will assist in the design, production and distribution of a complex customer insights (internal/external) across the Contact Centres. The suite of customer insights are to ensure the right delivery of every customer interaction in a multi-channel environment to the correct resource for every interaction every time



This role will assist to implement short & long term initiatives to deliver high levels of automation around a mature customer insights reporting platform for a multi-channel environment in conjunction to working with local and site leadership.



This role will be responsible for producing various ad-hoc reports as required on a daily, weekly monthly basis


Your main responsibilities will include:
•Ongoing training needs analysis for every team member and implement structured approaches to drive improvement
•Deliver on-the-job training and coaching on new and existing initiatives as required
•Key lead on individual and team performance to excel service standards across all contact types
•Analyse performance data across the contact centres, provide feedback to stakeholders
•Assist to implement the Contact Centres strategic customer insights reporting platform(s) plan in line with the Group strategy
•Maintain a well configured customer insight platforms through appropriate forward planning
•Maintain and drive the Contact Centres customer insights platforms necessary for maximised user experience
•Develop, implement and manage communications processes to all key stake holders
•Contribute in the delivery of reporting platforms and ensure they’re available and implemented within required timeframes
•Support the customer insights frameworks aligned with the contact centre strategy
•Provide support implementing optimised reporting for future deployment and customer insight platforms
•Assist in managing the contact centre reporting deployment changes in implementing improvements to the user experience
•Provide expert technical knowledge to the Contact Centres management team to ensure selection of the most cost effective and efficient reporting platform strategies

Requirements:

What you’ll bring to the role:
•Highly developed strategic, lateral thinking and problem solving skills.
•Excellent decision making skills with high level analytical skills.
•In depth knowledge of the contact centre technologies in a multi-channel environment and understanding of the business objectives that guide the Company.
•Demonstrated capability and commitment to improve customer experience within a complex organisation
•Demonstrated high level of professionalism and integrity balancing the interests of employees and management to achieve insights optimisation.
•Strong interpersonal skills and proven negotiation & communication skills at all levels within the company, including staff, staff delegates and management.
•Thorough working knowledge of appropriate legislation, regs, policy requirements eg: Awards/EBA's, CASA and IR issues.
•Demonstrated ability to use complex software programs and adapt to new IT systems.
•Advanced reporting skills with MS Excel and VBA
•Savvy utilising various reporting sources to create meaningful insights – ad hoc and ongoing views
•Highly motivated with the ability to achieve outcomes without supervision What to do next.

We’ve worked hard to create a culture that will challenge and excite you – and give you the support you need to really go places. Here, everyone’s treated with the respect they deserve. And everyone has the potential to make the most of their skills.

Be a part of something special – get in touch today.

Qantas is an Equal Opportunity Employer – so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives, and is always striving to bring out the best in Australia’s youth, the arts and sport. We encourage Aboriginal and Torres Strait Islander – and people from every other kind of background – to apply.

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