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May

Analyst - Customer Journey

RECOVERIES CORP - Melbourne, VIC

Any Industry
Source: uWorkin

JOB DESCRIPTION

Our Data & Analytics team are at the heart of the company’s decision making. Providing actionable insights to improve the way we connect and interact with our customers.

Reporting into the Manager – Data & Analytics, you will be responsible for the design and strategy of the customer centric journey through our communications channels. You will provide in-depth insight reporting on customer contact and provide suggestions to improve the journey and overall customer experience.

You will also be responsible for the leadership and development of three direct reports. You’ll ensure clear and transparent communication of expectations through regular one on one’s and provide opportunities for development.

Key deliverables of the role include but will not be limited to;

  • Analyse and interpret large amounts of data to find trends and patterns
  • Design relevant contact channel methodology based on customer journey analytics
  • Develop a range of high quality business intelligence reports
  • Enable improved customer journey maps through insights
  • Evaluate performance of existing strategies and suggest strategy changes based on insights
  • Work closely with suppliers to achieve technical design solutions to proposed recommendations
  • Manage direct reports and develop a high performing, high quality environment

To be successful you will have;

  • Qualifications in a relevant field
  • Background in UX/UI Design
  • Deep knowledge of Power BI/Tableau or Qlik
  • Experience in programming (such as SQL, SAS & Python)
  • Experience with people leadership and developing high performing teams
  • Knowledge of the Contact Centre/Collections Industry will be highly regarded

What’s on offer?

  • Competitive salary
  • Employee benefits program
  • Income protection Insurance (once completed probation)
  • 24/7 EAP services
  • Monthly rewards and recognition
  • Health & Wellness initiatives
  • Flexible working arrangements
  • Access to on-line training and development

If this sounds like you then apply today or alternatively if you’d prefer to have a confidential discussion about the role, please reach out to ben_stevens@recoveriescorp.com.au

At recoveriescorp we welcome and encourage diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from Aboriginal and Torres Strait Islander communities; people living with disabilities; people from culturally diverse backgrounds of any socioeconomic status; people of any age, race, national origin or ethnicity and all members of the LGBTQIA+ community

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