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Business Analyst

Australia Post - Brisbane Grove, NSW

Source: uWorkin



The Business Analyst role enables and supports decision making for Customer Services leadership team by providing data driven insights via reports, dashboards and analytics across all products, channels and customer types.


You might think you know us, but we’re transforming.

In this rapidly evolving commercial landscape, we’re changing too. In the Community & Consumer department, we’ve embraced the rise of digital and integrated the customer into everything we do – from the design of our strategies through to the execution of our day to day activities.

And we’re only getting started.

The Community & Consumer team has end to end accountability for identifying, anticipating and satisfying customer and community requirements – from market research, marketing planning to brand positioning and product placement. We’re also strategically oversee advertising, promotional activities and understanding and influencing community and public relationships.

We’re on the lookout for innovative people to join our team. Working within a start-up culture that’s backed by all the resources Australia Post provides, the opportunity to innovate and push boundaries to improve services for all Australians is ready and waiting.

What does the role involve?

The Business Analyst role enables and supports decision making for Customer Services leadership team by providing data driven insights via reports, dashboards and analytics across all products, channels and customer types. The insights span a multitude of functions primarily in Contact Centre Operations, but also in relation to our internal partnerships with Deliveries, Retail and Network. This position will support strategic goals related to data by transforming data into a story that will add value to our business by visual reporting. The strategic components of the role include monitoring program of work and investment initiatives for internal stakeholders (Contact Centre) and external stakeholders (Corporate and other Business Units). The operational components of the role include insights & analytics delivery, database management and continuous process improvement.

What are the key responsibilities?

  • Support the development of analysis of customer contact and network operational data to provide data-driven deeper insights into the drivers of dissatisfaction across the ecosystem by Customer Segment across all products
  • Provide input to support the development and assist in maintaining business models and framework for customer performance reporting by segment level to enable Contact Centre leadership and BG&I team to manage the operations and make decisions in an effective and timely manner
  • Support the provision of analytics & insights to develop transformational initiatives, POWs and operational process changes to improve productivity, performance, and seamless customer experience
  • Support the Reporting team to track & report the benefits from channel initiatives and POWs in an effective and timely manner
  • Support and provide inputs to business planning requirements

What are we looking for?
  • We are looking for an experienced Analyst with the ability to transform data into concise useable visual reporting; 3+ years experience in data analytics or reporting analytics in an Enterprise environment, preferably contact centres
  • Strong Analytics background with proven experience in mining and manipulating big data to create insights, reports and presentations; experience in queries, report writing and presentation of findings
  • Significant knowledge of data warehouses, operational databases, BI tools, analytic tools and visualisation tools, such as Tableau, Google Cloud Platform
  • High degree of proficiency with standard software applications e.g. Windows, MS Excel (Advanced), MS PowerPoint, SharePoint, Office 365

We believe investing our people is good business.

That’s why we have team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance. 

Together, our differences make us stronger. 

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post, here. If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at inclusivecareers@auspost.com.au. 

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.

Ready to join the transformation of Australia Post?

Click apply now, to help shape our tomorrow.