Airlines - Corporate Operations

Description:

Senior Customer Insights Analyst (Job Number: 026836)




•Sydney - Mascot Corporate Campus
•Excellent Remuneration Opportunity
•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 Senior Customer Insights Analyst you will manage the design, production and distribution of complex customer insights 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 manage and 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 in pre & post implementation review to measure cost, benefits and commercial outcomes.



We are looking for some who is able to demonstrate leadership and the ability to see the bigger picture as they work with various stakeholders to present a thorough understanding of the customer interactions within our operations.



Your main responsibilities will include:
•Develop and implement the Contact Centres strategic customer insights reporting platform(s) plan in line with the Group strategy
•Manage the efficient and effective delivery of well configured/maintained 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
•Ensure reporting platforms are available and implemented within required timeframes
•Develop customer insights frameworks aligned with the contact centre strategy
•Implement optimised reporting for future deployment and customer insight platforms
•Manage 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
•Key lead UAT for all reporting changes to all insights platforms
•Designing test plans and UAT for all new/existing insights releases
•Build and maintain relationships with internal and external stakeholders to achieve improvements in the use of the various customer insights platforms.
•Develop effective working relationships with frontline staff ensuring clear communication of channel requirements
•Establish, maintain and manage working relationships with all third party providers related to customer insights platforms
•Partner with the departmental key stakeholders and peers in the area of planned user experience strategies
•Provide feedback and identify development to the Manager Resources & Operations and departmental managers as required.
•Provide necessary coaching, support and development pertaining to the competent and optimum use of Contact Centre reporting tools.
•In conjunction with Departmental Manager, develop a productive culture and deliver regular feedback and coaching in a fair and consistent manner as required.
•Ensure a continuous improvement focus by actively seeking feedback from key stakeholders as to the effectiveness of customer insights.
•Produce, track and analyse scorecard reporting

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, planning and organisational 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
•Tertiary qualifications or relevant industry experience in Customer Contact environments
•Proven ability to make decisions within a dynamic multi-channel real time operational resourcing environment and to take accountability for their work to ensure business and financial objectives are met.
•Demonstrated high level of professionalism and integrity balancing the interests of employees and management to achieve insights optimisation.
•Supervisory experience including people and performance management process ability and demonstrated team player.
•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, and 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 various visualisation tools such as Cognos, MS Excel, MS Reporting Services and intermediate SQL skills
•Experience in change management and continuous improvement programs.
•Highly motivated with the ability to achieve outcomes without supervision
•Ability to model, influence and encourage positive behaviours with a flexible and adaptive approach to team leadership, stakeholder relationships etc. Adaptability and openness to change and diversity.

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.

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